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Desktop Support Analyst

  • Location: Irving, 75063
  • Job Type:Contract

Posted about 1 month ago

Our client is looking for a Desktop Support Analyst to join their team for a 6+ month contract. In this role you will perform advanced service, repair, and/or installation of computer products, including system hardware, parts management, software, and PCs. The position provides technical support to customers on operational and maintenance aspects of system equipment and serves as the customer contact. Provides VIP support of mobile devices for both onsite and offsite executive staff. Assist with laptop refresh of corporate devices.

Responsibilities:

  • Uses remote tools and cloud technology to provide technical support for hardware, software, store networks and applications
  • Manages tickets within ServiceNow for a variety of technical issues.
  • Uses experience and problem-solving skills to develop and improve processes and provides reports as required. Provides guidance to less experienced team members.
  • Provide White Glove support to executives.
  • Support mobile phone by resolving iPhone issues.
  • Uses specialized knowledge or skills to solve complex and unique problems, or direct the daily activities of a business, technical support, or functional support team.
  • Document daily assignments and inventory updates.
  • Stay customer focused and ensure end user receive top notch support.
  • Establish priorities for the completion of ServiceNow tasks by determining the impact of known problems. Uses judgment to interpret internal and external issues and develop best practices.
  • Provide customer support to internal customers within established service levels by ensuring the provisioning of computing systems, allocating day to day incidents and requests properly, ensuring involved parties are notified and required to act when an incident arises, and coordinating the resolution
  • Relies upon experience, interpersonal skills, and broad knowledge of the field to ensure task completion in compliance with policies, procedures, and business strategy
  • Stage, prepare, and deploy computer, peripherals, and devices to the users
  • Proven desktop, laptop, and workstation hardware troubleshooting skills
  • Occasionally perform installation of non-standard software
  • Demonstrated know-how supporting COE software applications inclusive of Microsoft Windows 10, Office 365, and Teams
  • Facilitate data migration between computers
  • Virtual desktop support
  • Collaborate with vendors or third-party support to resolve technical hardware or software issues
  • Reads, interprets and follows procedures described in the internal knowledge base
  • Provides documentation for knowledge base articles
  • Works with third-party help desk vendors as applicable
  • Provides phone support as needed



Qualifications

  • Associate degree in Computer Networking or 2 years of related experience
  • Experience Requirements:
  • Prior help desk experience preferred
  • Can work and resolve most escalated tickets.
  • VIP/White Glove experience
  • Prior iPhone support experience


Skill Requirements:

  • Ability to research and resolve issues
  • Capable of working in a fast-paced environment
  • Excellent verbal communication skills and the ability to explain technical information in layman’s terms
  • Well organized with the ability to work under pressure and meet tight deadlines
  • Excellent understanding of intra-department functions and operations
  • Ability to perform repeated bending, standing and reaching
  • Ability to occasionally lift up to 40 pounds


Additional Requirements:

  • Available to work onsite Mon-Fri

Candidates will be responsible for following the client's COVID-19 protocols. Please refer to your MATRIX representative for specifics.

About Us

At MATRIX, we expertly match talented professionals with job opportunities to elevate careers. Since 1983, we have placed thousands of professionals at innovative clients across every industry ranging from small startups to Fortune 50 companies. It’s why we’re consistently in the top 25 of all U.S. IT staffing firms and why our consultants rate us well above the industry average, earning us ClearlyRated's Best of Staffing awards year after year. People come to us for a job, and stay with us because of our top-notch consultant care.

MATRIX is and Equal Employment Opportunity employer including disability and veteran and provides reasonable accommodations for all qualified individuals.  Supporting medical or religious documentation will be required where applicable. If you are a qualified individual you may request a reasonable accommodation under the American Disability Act (ADA). If you are a person with a disability needing assistance applying, or at any point in the hiring process, please email us at MATRIX_HR@MatrixRes.com. To ensure a quick response to your request, please use the words “Accommodation request” as the subject line of your email.

For hourly W2 contract roles MATRIX offers a highly competitive benefit package including Medical, Dental, Vision, Life, Disability, HSA, and 401(k) with pre and post-tax options.  Please see MatrixRes.com/Benefits for more information.

For direct hire placement with our clients, benefits would be offered in accordance with that particular client’s offerings. This may include PTO, Medical, Dental, Vision, 401K and other pre and post-tax options.