Help Desk Support Analyst

Position: General Application - Future Openings
Location: LaPorte Texas 77571
Start Date: Start ASAP
End Date: 4/20/2018
Job Details:

TheHelp Desk Support Analyst’s role is to provide technical assistance for firstlevel calls or emails and on-site or virtual support for end users throughoutthe Starcon footprint. They will be primarilyresponsible for supporting and maintaining the desktop computing environmentwhile also confirming the compatibility of desktop applications. This includesbut is not limited to installing, diagnosing, repairing, maintaining, andupgrading PC hardware, peripherals, and accessories to ensure optimalworkstation performance. They will also troubleshoot problem areas (in person,by telephone, or via e-mail) in a timely and accurate fashion, and provideend-user assistance where required.

Job Description:


Strategy & Planning

•Assist in developing long-term strategies and capacity planning for meeting future desktop hardware needs.

Acquisition & Deployment

•Conduct research on desktop products in support of PC procurement and development efforts.

•Evaluate and recommend products for purchase.

•Write technical specifications for purchase of PCs, desktop hardware and related products.

Operational Management

•Participate in call-center inbound support queue for all first level IT requests and incidents

•Focused on supporting fixed office location in La Porte, TX and able to cover other sites as needed on scheduled basis

•Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.

•Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels.

•Assess the need for and implement performance upgrades to PC boxes, including the installation of CPUs, I/O and NIC cards, hard drives, RAM, etc.

•Collaborate with network engineers and other IT team members to ensure efficient operation of the company’s desktop computing environment.

•Where required, administer and resolve issues with associated end-user workstation networking software products.

•Prepare tests and applications for monitoring desktop performance, then provide performance statistics and reports.

•Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations.

•Maintain an inventory of all computers, tablets, printers, and other components and equipment.

•Accurately document instances of desktop equipment or component failure, repair, installation, and removal.

•Coordinate with third-party support and PC equipment vendors to facilitate warranty repairs.

•Off-Hours support: Required on call rotation for off-hours support

Position Requirements

Formal Education & Certification

•College diploma or university degree in the field of computer science and/or four years equivalent work experience.

•Certifications in A+, Network+, and/or Microsoft products are preferred.

Knowledge & Experience

•Excellent technical knowledge of PC and desktop hardware, including Dell laptops and desktops, Microsoft tablets, Apple devices, etc.

•Prior experience working on a Help Desk or IT Support Desk fielding inbound calls

•Excellent technical knowledge of PC internal components, including replacing motherboards, hard drives, adding RAM, etc.

•Hands-on hardware troubleshooting experience.

•Working technical knowledge of current protocols, operating systems, and standards, including TCP/IP networks, Windows 7/10, and Apple iOS.

•Ability to operate tools, components, and peripheral accessories.

•Able to read and understand technical manuals, procedural documentation, and OEM guides.

Personal Attributes

•Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.

•Strong customer-service orientation.

•Effective interpersonal skills and relationship-building skills.

•Strong written and oral communication skills.

•Ability to present ideas in user-friendly language.

•Understanding of the organization’s goals and objectives.

•Analytical and problem-solving abilities, with keen attention to detail.

•Experience working in a team-oriented, collaborative environment.

•Ability to troubleshoot technical issues for remote locations.

•Conduct research into PC issues and products as required.

Work Conditions

•40-hour on-site work week with extra hours when necessary to complete job or daily tasks.

•Sitting for extended periods of time.

•Dexterity of hands and fingers to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components.

•Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.