Desktop Analyst

Desktop Analyst - RCI   The overall purpose/primary function of this position is to provide desk side end-user and/or phone support to both local as well as remote RCI office users. Primary interactions are accomplished by resolving assigned problems, installing and/or removing software/hardware in accordance to standards and best practices established at RCI. The individual responds to user requests via the established Service Desk processes and serves as a Tier 2 escalation point for the Service Desk in a steady state role as well as operates under project management oversight in project mode. It is expected that the candidate adhere to as well as educate users on the acceptable use policies, software installation policies as well as supported asset policies put in place at RCI. Customer service skills are a must as the users range from staff to executive management. Specific Responsibilities: Provides desk side end user and/or phone support to RCI local as well as remote users by resolving issues as well as installs/removes authorized software & hardware assets.  Documents all logs (problem, service and install logs) in an accurate and timely fashion. Assist in the creation and maintenance of RCI PC images, patches & virus signature updates. Supported nodes include PCs, laptops, printers and other approved peripheral devices. Provide level 2 & 3 support for systems within the scope of the Technical Services infrastructure including domestic as well as global infrastructure components/systems where applicable. This includes on-call support activities and weekend hours.  Engage with external vendors to resolve warranty issues on PCs, laptops, printers and other approved peripheral devices Engage with internal business customers as well as external business partners in solution development scenarios in line with corporate standards and practices  Continuously improve knowledge base by internally generated research and development initiatives This position requires a great deal of adherence to published temporal guidelines and project timetables. The candidate should be able to not only prioritize required and scheduled project work, but also be able to be involved in ad-hoc meetings as well as pre-project planning and discussions.  The ability to multi-task is critical to the success in this position as there are frequent disruptions to planned daily activities due to the global nature of RCI as well as the heterogeneous environments.  This position will require the candidate to be a subject matter expert and as such will be expected to provide sound, quantifiable recommendations and the supporting justification as well as alternatives deemed relevant based on solution requirements and/or costs. The decisions of this position are limited to troubleshooting scenarios when assisting end users, in person or over the phone and interactions with product vendor. A high level of access to production systems is granted for this position and the individual is expected to follow all policies and procedures in place in order to ensure that systems run in an acceptable fashion. The individual is expected to maintain a high level of professionalism and use proper judgment in exercising activities on the various environments. Also, since this position deals directly with customers, a high degree of customer service is required. Errors occurring during the course of the job can result in loss of productivity for end users and possible monetary impacts.

Qualifications: This position requires a 4-year degree in Computer Science/Technology or Information Science plus 6 years experience within the Information Technology field, supporting personal computing devices and peripherals. An understanding of internetworking and mainstream information technology theories and technologies is also required. As this position will be end-user facing, excellent customer service skills are mandatory. This position also offers the opportunity to work with various technologies outside of traditional end-user computing systems as well as non-IT business units to ensure that the enterprise infrastructure, its systems and processes are aligned with tactical and strategic information management initiatives. The ability to effectively communicate is an essential component of this role as well as the ability to work with minimal supervision.  Minimum Technical/professional knowledge required:IBM laptops and workstationsWindows Operating Systems - NT, 2000, XP Anti-virus theories and methodologyNetwork printing setup and troubleshootingMicrosoft Office Products 2000 & 2003Mainstream software productsBuild/deploying technologies (Ghost, SMS, WinInstall) Minimum Certification/registrations required:A+ Additional qualifications and skills desired:MCSESMSNetworking concepts and practicesDesktop/laptop security trends and technologies