Job Description
A client of Insight Global is looking for a Desktop Support Analyst to join their team in Birmingham, AL for a direct hire opportunity. This person will work fully onsite and be the go-to person for their local office of approximately 80 individuals as well as occasional company wide support of up to 500 employees. The Desktop Support Analyst will be responsible for installs, configures, maintenance, support, and optimization of all network hardware, software, and communication links. They will be responsible for identifying, researching, and resolving moderately complex technical problems by responding to phone calls, emails, and personnel requests for technical support. They will also document, track, and monitor problems to ensure a timely resolution. The ideal candidate will have excellent customer service, rapport building, act with a sense of urgency, be self-motivated and self-sufficient, and provide prompt and accurate responses to diagnose and troubleshoot hardware and software issues.
o Provide support to end users for PC, server or mainframe applications, and hardware.
o Simulate or recreate user problems to resolve operating difficulties.
o Answer questions applying knowledge of software, hardware, and procedures.
o Investigate and resolve user software and hardware problems.
o Escalate more complex problems to Senior-level.
o Recommend system modifications to reduce user problems.
o Manage all network hardware and equipment, including routers, switches, and hubs.
o Address incidents and provide resolution without assistance when required.
o Review and perform routine server and security audits resulting in an analysis of their conclusion on the audit.
o Interact with Corporate network services and applications development to restore service and/or identify and correct core problems.
o Manage servers, including e-mail, printing, and backup servers and their associated operating systems and software.
o Manage and maintain security components, including firewall, anti-virus, and intrusion detection systems.
o Ensure network connectivity of all workstations.
o Practice network asset management, including maintenance of network component inventory and related documentation and technical specifications information.
o Administer and maintain end user accounts, permissions, and access rights.
o Perform network devices system backups and recovery.
o Develop the scheduling of network maintenance and perform network upgrades, and repairs.
o Recommend purchasing of all equipment, hardware, and software upgrades.
o Maintain currency and high level of technical skill in field of expertise.
o Contact software and hardware vendors to request manage service regarding product performance issues.
o Develop user training materials and train users on software and hardware or recommend outside contractors to provide training.
Required Skills & Experience
* 3+ years as desktop support analyst
* Excellent customer service
* Strong troubleshooting (self-starter, research to find problem)
* Microsoft / Windows support
* Citrix exposure
* Stable work history
Nice to Have Skills & Experience
* MS Certifications
* Bachelor's Degree
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.