Desktop Support Analyst

Overview

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Location - Muscatine, IA (5 days a week onsite). 6-12+ Month Contract position with option to extend or convert to perm. Our client is looking to add a Desktop Support IT Analyst that will ensure proper computer operation in support of end users and business operations by actively resolving escalated end-user help requests within established SLAs utilizing diagnostic and help request tracking tools and in-person, hands-on help at the desktop level via telephone, instant messaging, email, and other support tools within a ticketing system.

The IT Analyst Deskside position also provides executive support and user account management/provisioning (new hires, changes, terminations) as well as collaboration with company server and network teams.

• Image PCs with standard image from SCCM server
• Perform break/fix on desktops, laptops, printers, touchscreen computers
• Provide high level support for network and server team
• Build and work within a high performing team environment
• Lead smaller projects with minimal supervision
• Collaborate within and outside of immediate project work groups such as IT Operations and business users to resolve issues and complete project tasks
• Maintain keen attention to detail with regard to leased asset locations, return dates, and refresh
• Drive IT team initiatives toward continuous improvement
• Provide new contributions and updates to existing knowledge base

• Evaluate documented resolutions and analyze trends to determine methods for preventing recurring issues
• Alert management to emerging trends in incident occurrences

• Deploy pre-packaged software as needed using automated deployment tools
• Assist in software releases and rollouts according to change management best practices

• Provide support to network team as needed
• Escalate issues as needed to other support groups
• Provide exceptional customer service
• Provide remote technical support via remote access tools
• Create user account provisioning (user account setups, directory permissions, application access) of new and existing users
• Maintain excellent communication with end-users, service managers, and other team members
• Configure new laptops and workstations using automated tools
• Escalate incidents with accurate documentation to suitable technician or vendor as required
• Record, track, and document service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken through final resolution
• Use remote tools and diagnostic utilities to aid in troubleshooting
• Research solutions through internal and external knowledgebase as needed
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined

Required:

• Bachelor's degree in computer science, mathematics, engineering, or business administration with emphasis in computer-related courses or equivalent work experience
• Exceptional written and oral communication skills and interpersonal skills with a focus on rapport building, listening, and questioning skills
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Exceptional customer service orientation and experience working in a team-oriented, collaborative environment
• Ability to conduct research into a wide range of computing issues
• Ability to present ideas in user-friendly, business-friendly, and technical language

Preferred:

• Steel/metal industry or other manufacturing enterprise and/or similar product development and support experience
• Applicable professional certifications

The anticipated hourly rate range for this position is ($25-$31/hr ). Actual hourly rate will be based on a variety of factors including relevant experience, knowledge, skills and other factors permitted by law. A range of medical, dental, retirement and/or other benefits are available after a waiting period.