Desktop Systems Analyst

ESSENTIAL FUNCTIONS:

The Desktop Systems Analyst develops and maintains PC desktop configurations, and provides third-tier support for a number of business applications, primarily email. S/he performs research into emerging desktop technologies, and is responsible for configuration and integration test processes.

 

DUTIES:

 

1. Provide engineering, support, and documentation for specific applications, both standalone and client-server. Email is the most complex and is used as the example here:

? Coordinate and provide support for all Tier 3 e-mail, calendaring, and directory related trouble tickets. Resolve issues that are within the Analyst?s scope of responsibility (e.g. Outlook client), and assign other issues to the appropriate team or staff member for further action. Work directly with System Administrators when necessary to resolve issues related to the Exchange Server or Active Directory.

? Coordinate and perform enterprise-wide e-mail client maintenance activities. Maintain in-depth knowledge of available patches, service packs, and major releases and the problems they fix, new features they provide, compatibility requirements and issues, etc. Perform testing and coordinate releases to all users enterprise-wide, in coordination with other TIS groups.

? Perform client analysis and engineering, as required to solve a particular need or product shortcoming. This varies from determining how to configure existing client software like Outlook to researching other software products that should be considered for future implementation. Develop and publish technical and user documentation, and coordinate the transition of the solution into normal support mode, working directly with TIS support staff.

? Perform testing and manage test configurations for upgrades and changes to e-mail, calendaring, and directory services. Ensure that these changes and upgrades do not have adverse or unexpected effects on the user community via thorough and effective testing. Manage test configurations consisting of an organized, documented, and comprehensive set of hardware, operating systems, and accounts/e-mail protocols that represent an effective sample of the configurations that are most prevalent in the field.

? Create application installation package for simple automated setup in English and other languages.

? Produce and maintain support documentation for the application (for use by helpdesk and tier 2 staff).

2. Develop and maintain PC configurations that encapsulate TNC software standards, in the form of images and bundled installation packages.

3. Perform testing to help develop new hardware standards.

4. Develop methods for delivering PC configuration changes; includes patches, services packs, product updates, etc.

5. Perform testing of new desktop tools for possible integration with existing standard.

6. Coordinate product compatibility certification of existing supported products with changes in the desktop standard.

7. Perform integration tests of new desktop hardware and software products within current TNC environment.

8. Maintain a desktop test lab, set up specific configurations as needed for tests, keep a library of disk images.

 

The Desktop Systems Analyst is managed by the Manager of Desktop Systems and supervises no staff. S/he may supervise matrixed volunteers and staff in cross-organizational and cross-functional teams.

 

 

KNOWLEDGE/SKILLS:

? Bachelor?s degree in computer science or related field or equivalent work experience.

? Current MCSE, A+ and other certifications a plus.

? 3 to 5 years of progressive experience in engineering and delivering desktop configurations, and at least 3 years of experience providing end-user support.

? Mastery of Microsoft Outlook 2000/IMO (Internet-Only Mode) and Windows 98/2000/XP desktop. Working knowledge of TCP/IP, DNS, HTTP, IMAP4, POP3, and SMTP.

? Basic knowledge of Exchange 2000, Windows 2000, Active Directory

? Extensive experience with of PC operating systems and hardware, office productivity/graphics software and desktop utilities, hand-held computing devices, printers, scanners and other peripherals as well as LAN/WAN technologies required.

? Knowledge of delivery systems for patches, updates, upgrades, etc. required.

? Understanding of MSI technology, and experience with one or more packaging tools desired.

? Understanding of PC image development process desired.

? Experience with a variety of scripting languages and desktop-engineering tools desired.

? Critical thinker with demonstrated problem-solving skills. This position will best be filled by someone who is methodical and thorough, rather than rapid and spontaneous.

? Dependable; assumes ownership of tasks assigned. Results driven. Works well under pressure.

? Ability to collaborate with internal groups, supervise processes, and maintain integrity of organizational technology standards.

? Strong dedication to the development of customer-centric standards and solutions.

? Fluency in Spanish highly desired.

 

COMPLEXITY/PROBLEM SOLVING:

? Analyze industry trends, evaluate products, and develop PC configurations to meet business needs

? Analyze factual information to adapt or modify configurations in response to changing business and market circumstances.

? Duties require routine analysis, research and follow-through.

? Act as a resource to others to solve problems.

 

DISCRETION/LATITUDE/DECISION-MAKING:

? Position deals with a variety of problems and the answer sometimes has to be constructed from prior knowledge of TNC policies, practices, and precedents, and the desktop technology field.

? Duties performed under moderate supervision.

 

RESPONSIBILITY/OVERSIGHT ?FINANCIAL & SUPERVISORY:

? This position has no financial management or supervisory responsibilities.

 

COMMUNICATIONS/INTERPERSONAL CONTACTS:

? Work and communicate with a wide range of people ? TIS staff, volunteers and others.

? Consistently demonstrate professional, positive, and approachable attitude/demeanor and discretion.

? Formulate and clearly communicate ideas to others.

 

WORKING CONDITIONS/PHYSICAL EFFORT:

? Willingness and ability to travel 10% in both U.S. and non-U.S. locations, at times in remote or difficult areas.

? Responsibilities sometimes require working evenings and weekends, sometimes with little advanced notice, e.g. to perform testing for an emergency e-mail system fix on a weekend.

? Ability to work under stress during peak workload periods.

? Work requires only minor physical exertion and/or physical strain. Work environment involves only infrequent exposure to disagreeable elements.