Desktop Support Analyst

This dynamic position is Western Pacific’s frontline support to all end users across our multiple branches. This position is responsible for supporting all Personal Computers (PC’s), peripherals, Microsoft Published Applications, Windows operating systems and applications. Manages help desk calls and service requests in a timely and accurate manner.

 Essential Responsibilities & Expectations:

· Experienced with Windows, Linux, Google, and AWS environments 

· Front-line customer support, providing technical support to end-users via telephone, e-mail, and self-service requests

· Maintains records of all customer problems and tracks each through to resolution; initiates escalation as appropriate to ensure management awareness of problems that are severe in nature or that are exceeding targets

· Creating and removing user accounts and managing access control based on company policies

· Assist in enforcement of Information Systems & Security policies.

· Maintain an inventory of installed software, managing software licensing, and creating policies and procedures for upgrades

· Diagnoses and repairs hardware and software problems; contacts end users as needed to discuss specific symptoms of equipment failure, and nature of repairs required, and possible solutions to equipment problems

· Analyze and make recommendations for hardware and software standardization

· Work with hardware and software vendors both electronically and by telephone to verify timely product delivery and ensuring    that new equipment is installed and ready to operate on schedule. 

· Setup, configures and tests computer equipment and peripherals

· Assists in the roll-out of software and hardware updates.

· Basic Installation, Support, and troubleshooting of Server and Network infrastructure.

· Communicate with leadership regularly regarding system issues unable to resolve 

Qualifications & Desired Skills

· 3-5 years’ experience in a desktop support role

· Ability to troubleshoot in a Microsoft environment

· Can troubleshoot hardware and peripheral issues

· Ability to troubleshoot infrastructure.

Work Environment

Work is performed primarily in an office environment; some time will be spent in a manufacturing environment with exposure to noise and dust. PPE is required when in manufacturing. Most work requires use of a computer. High level of social interaction and teamwork required in order to serve internal customers. Able to lift up to 50 pounds.