Job Description

Desktop Support Analyst Sr - IT Support & Tech Svcs

SUMMARY: Reporting to the Manager of IT Technical Services, this position is responsible for assigning duties and tasks associated with coordination of work and the training and coaching of the Desktop Support team. Ensures that work orders are completed according to departmental standards of excellence. Assists in planning and coordinating system analysis, design and leading the implementation of desktop support associated projects.Leads or assists the development of integrated project plans and other required project documentation. Includes identifying and mitigating risks, controlling project budget, scope and time line, leading the project team and communicating with the Executive Sponsor, IT PMO and other key stakeholders.Provides support and/or technical coordination of project processes and documentation. Participates in all phases of major projects; planning, preparing, maintaining and tracking project plans. Provides regular and accurate progress updates and status reports.

JOB REQUIREMENTS: College Degree - 4 year Bachelors Degree in related field or equivalent experience four (4) years equivalent work experience.

Assigns duties, tasks and responsibilities associated with the coordination of work within the Desktop Support team, providing training and coaching and ensuring that work is completed on time and in accordance with departmental standards.

Provides tier 2 technical assistance on use of all PC software applications and hardware. Serves as the technical expert within the Desktop Support team and coordinates the troubleshooting of any related application or hardware performance problems or issues as needed.

Leads and coordinates assigned customer support related projects and multi-departmental activities. This includes identifying and mitigating risks, controlling project budget, scope and time line, leading the project team and communicating with stakeholders in all levels of the organization.

Installs, configures, troubleshoots and maintains Children's workstations, printers, mobile devices, IP communication devices and related software applications ensuring trouble ticket status and resolution is properly documented.

Ensures Desktop team’s conformance with existing architecture, methods, standards and practices and participate in their creation and ongoing assessment and modification.

Reviews, implements and maintains technical documentation to ensure correct and proper technical solutions are readily available and are being followed.

JOB DETAILS: Full-time, Days


Application Instructions

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