Desktop Support AnalystLocation: North Seattle, WA 98109Mode: Contract (6+ Months) - OnsiteThis position assists customers with technical support of desktop computers, applications, and related technologies. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems.
A good understanding of general IT is required as provision of smart hands will also be required on occasion to work with subject matter experts as their eyes, hands and feet in areas such as networking, server and telecoms etc.Duties include (but not limited to):Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding basic network/desktop/laptop support, printers, PDAs, iPhone/iPad & other smart devicesBreak-fix, troubleshoot and resolve software issues; reimaging computers/hard drivesIMACD function including installation and decommissionBacking up and restoring user data, settings and associated systems administration activitiesAssist servicedesk/remote desktop support teams for hands and feet coordination effortsAssist on incident and problem management activitiesTaking ownership of issues through to resolution on all appropriate requestsCategorize and prioritize end user support requests (incidents) and service requests by utilizing ticketing system to track tickets and provide up-to-date status and informationMove equipment associated with escalated incidents and service requestsPerforming asset inventory activities as neededRecommends and/or performs upgrades on systems to ensure longevityWorks with procurement staff to purchase hardware and softwareMaintain spare parts/inventory list on a monthly basis and coordinate for any disposal requestsProvide trade show planning and support, setup, test, training, logistics and maintenance of all required workstation and peripheral equipment at the siteBe available for oncall support during afterhours as and when necessary for priority 1 & 2 incidentsAdhere to ticket response and resolution SLA’s as agreed upon with the customerGood understanding of DHCP, DNS, IP addressing and subnetting & basic understanding of fixing wireless LAN, Ethernet desktop configuration issuesSupport during town halls, board meetings, executive conferences, auditorium meetings. Desired experience on supporting Cisco, Avaya, Logitech or MS Teams roomSmart hands support for rack & stack of server, storage, network & firewall componentsProvide basic to intermediate support for IDF & MDF closets including but not limited to providing console access, checking & reporting UPS & cooling alerts, PDUs, patch panel & structured cabling