Desktop Analyst

JOB INFORMATION Job Title Desktop Analyst

Company:Sage Software, Inc.

Location:US-AZ-Scottsdale

StatusFull Time, Employee

SalaryWageUnspecified

Desktop Analyst



Job Description



Desktop Analyst

PURPOSE OF JOB: Supports hardware and software for internal customers by performing the following duties personally or through subordinate supervisors.



ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.


Troubleshoot issues as 1st and 2nd -level support for desktop and enterprise applications, local/networking printing, e-mail, connectivity, remote access, and hardware issues.


Troubleshoot and replace laptop and PC hardware such as CD-Rom, hard drive, floppy drive, motherboard, power supply, computer fan, NIC, monitors, LCD screens, and warranty repairs.


Provide and maintain technical solution for training room setup, hardware upgrades, hardware disposal, loaner program, asset inventory, software inventory, remote imaging, new hire setup, termination, relocation, remote and automated updates, and remote support.


Handle problem recognition, research, isolation, resolution and follow-up for difficult user problems, referring more complex problems to next level of technical staff.


Participate in IT Desktop queue which will result in assigning and prioritizing open issues to oneself.


Log, prioritize, and assign all calls, voicemail, email, web tickets and walk-up requests reporting technical problems in IT Helpdesk tool.



· Manage customer issues and requests by creating, tracking and documenting technical solutions in helpdesk database



· Manage deliverables associated with a project by prioritizing, tracking, and completing assigned tasks.



QUALIFICATION REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



EDUCATION and/or EXPERIENCE:Associates degree or equivalent experience of between two and four years related experience.