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Lead Desktop Support Analyst (SCCM, LAN Desk, or Altiris Experience)

Must have:
o Team Lead or Management experience
o Experience with LAN Desk, SCCM or Altiris
o A+ Certification and other Network certs helpful
o Excellent Trouble shooting skills
o Leadership skills
o This is going to be a FTE position (Conversion at Level III Technician)
POSITION SUMMARY
Technical Support Analyst will review, analyze, and evaluate information technology systems operations. Successful candidate must be familiar with a variety of the field's concepts, practices, and procedures in a desktop support environment. This position relies on experience and judgment to plan and accomplish goals, and will involve performing a variety of complicated tasks. A wide degree of creativity and latitude is expected.
THE DETAILS
The Technical Support Analyst is a key role in IT customer support team and is critical to maintaining an exceptional customer experience. This role will:
o Be the single point of contact for colleagues to receive support and maintenance with the organization's desktop computing environment
o Serve as QA for all devices configured
o Create and maintain all thin client, laptop, and desktop images
o Implement LANDesk provisioning of hardware and software
o Provide end user application support
o Serve as SME for evaluating all new hardware products
o Create and manage process documentation
o Complete and manage all assigned projects
EDUCATION/CREDENTIALS
o Bachelor's degree, preferred
o A+ Certification
o Any additional certifications are a plus
JOB-RELATED EXPERIENCE
The ideal candidate for this opportunity will possess the following skills and experiences:
o 5+ years experience in desktop support
JOB-RELATED SKILLS/COMPETENCIES
The Technical Support Analyst will possess the following critical leadership skills and competencies:
o Broad knowledge of PC applications
o Commitment to customer service. Broad knowledge related to hardware configurations and troubleshooting
o Excellent communication skills and interpersonal skills
o Broad knowledge of hardware and network skills
o Deadline oriented, team oriented
o Ability to coordinate and work with other departments
o Ability to multi-task
o Demonstrated initiative, with the ability to manage priorities and meet deadlines
o Excellent organizational skills
o Able to apply knowledge and analytical thinking to work through issues


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