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Desktop Support Analyst II Job - Full-time
•30 days ago
| Hours | Full-time |
|---|---|
| Location | Cleveland, OH Cleveland, Ohio |
About this job
Posting Job Title:Desktop Support Analyst II
Requisition #: 154133BR
Posting Location: Garfield Heights, OH, US
Area of Interest:Information Technology Services
Position Type: Full Time
Posting Job Description
This position is to provide tier II end user support on a variety of issues through identification, research, and resolution of technical problems, as well as installation of desktop hardware and software. This is accomplished via managing assigned helpdesk tickets and phone calls using best practices, excellent communication skills and IT department procedures for technical support. The scope of support includes review and completion of assigned tickets within SLA ' s. This position will also perform as a project team member and/or project lead for any projects. Independently, this position is responsible to proactively complete assigned tasks of medium to high complexity resulting in successful, on time, high quality deliverables. This position is required to promote excellent customer relations in every customer transaction, contact and communication
Essential Job Functions:
Perform general technical support and troubleshooting of desktop systems hardware and software, local telephony, truck systems, printers, multi-function printers, scanners, video conferencing systems, mobile devices and other technologies as defined and required
Investigate system issues and provide solutions using specific product knowledge, system tools and established methods and procedures. Document solutions and maintain helpdesk ticket information and transactions as required and within established SLA ' s
Work with desktop engineering to design, refine desktop configurations, plan, test and implement new or revised desktop solutions. Work with the team to resolve high level hardware and software issues
Perform helpdesk duties as required. Duties include, answering calls, tier II problem resolution, remote assistance, documentation and managing tickets as call load dictates and within defined SLA ' s
Lead and participate in desktop, peripherial, building moves, additions, support and other projects as defined and required
Work with desktop engineering to maintain accurate hardware and software inventories
Provide process, procedure and technical training to Desktop Support Analyst I and helpdesk as required
Job Requirements:
Education Level:
Bachelor ' s degree from four-year college or university
Required Education (Major) :
College technical school (attending) or degree or equivalent work experience is required. Technical certification is a plus. Computer Science or MIS
Experience/Skills Required:
Able to developing professional expertise and apply company policies and procedures to resolve a variety of issues. Demonstrate ability to work on problems of moderate scope where analysis of situations or data requires a review of a variety of factors. Must exercise judgment within defined procedures and practices to determine appropriate action. Able to build productive internal/external working relationships. Receive general instructions on routine work, detailed instructions on new projects or assignments. Typically requires a Bachelor ' s degree and a minimum of 2 years of related experience; or an advanced degree without experience; or equivalent work experience.
Specialized skills :
Windows 7 and XP Desktop operating systems
Active Directory & DNS
PC hardware & Network connectivity
Telecommunications principles
Usage of Altiris CMS and Help Desk
McAfee Antivirus software
PGP Encryption software
MS Office, Visio, MS Project, Casper Suite, Lync
Preferred Qualifications:
Required Certifications, Licenses, Registrations, etc., to perform the essential functions of this position:
CompTIA A+ is a plus. Microsoft Certifications a plus. A valid drivers license as well as a good driving record is required.
Travel requirements and frequency :
Travel may be required to remote area locations as required
.
FCC Unit_TWC: 6067
Controlling Establishment ID: 00348 - Garfield Heights NEO Pkwy
More on TWC:
Time Warner Cable reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.
Time Warner Cable is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status
Requisition #: 154133BR
Posting Location: Garfield Heights, OH, US
Area of Interest:Information Technology Services
Position Type: Full Time
Posting Job Description
This position is to provide tier II end user support on a variety of issues through identification, research, and resolution of technical problems, as well as installation of desktop hardware and software. This is accomplished via managing assigned helpdesk tickets and phone calls using best practices, excellent communication skills and IT department procedures for technical support. The scope of support includes review and completion of assigned tickets within SLA ' s. This position will also perform as a project team member and/or project lead for any projects. Independently, this position is responsible to proactively complete assigned tasks of medium to high complexity resulting in successful, on time, high quality deliverables. This position is required to promote excellent customer relations in every customer transaction, contact and communication
Essential Job Functions:
Perform general technical support and troubleshooting of desktop systems hardware and software, local telephony, truck systems, printers, multi-function printers, scanners, video conferencing systems, mobile devices and other technologies as defined and required
Investigate system issues and provide solutions using specific product knowledge, system tools and established methods and procedures. Document solutions and maintain helpdesk ticket information and transactions as required and within established SLA ' s
Work with desktop engineering to design, refine desktop configurations, plan, test and implement new or revised desktop solutions. Work with the team to resolve high level hardware and software issues
Perform helpdesk duties as required. Duties include, answering calls, tier II problem resolution, remote assistance, documentation and managing tickets as call load dictates and within defined SLA ' s
Lead and participate in desktop, peripherial, building moves, additions, support and other projects as defined and required
Work with desktop engineering to maintain accurate hardware and software inventories
Provide process, procedure and technical training to Desktop Support Analyst I and helpdesk as required
Job Requirements:
Education Level:
Bachelor ' s degree from four-year college or university
Required Education (Major) :
College technical school (attending) or degree or equivalent work experience is required. Technical certification is a plus. Computer Science or MIS
Experience/Skills Required:
Able to developing professional expertise and apply company policies and procedures to resolve a variety of issues. Demonstrate ability to work on problems of moderate scope where analysis of situations or data requires a review of a variety of factors. Must exercise judgment within defined procedures and practices to determine appropriate action. Able to build productive internal/external working relationships. Receive general instructions on routine work, detailed instructions on new projects or assignments. Typically requires a Bachelor ' s degree and a minimum of 2 years of related experience; or an advanced degree without experience; or equivalent work experience.
Specialized skills :
Windows 7 and XP Desktop operating systems
Active Directory & DNS
PC hardware & Network connectivity
Telecommunications principles
Usage of Altiris CMS and Help Desk
McAfee Antivirus software
PGP Encryption software
MS Office, Visio, MS Project, Casper Suite, Lync
Preferred Qualifications:
Required Certifications, Licenses, Registrations, etc., to perform the essential functions of this position:
CompTIA A+ is a plus. Microsoft Certifications a plus. A valid drivers license as well as a good driving record is required.
Travel requirements and frequency :
Travel may be required to remote area locations as required
.
FCC Unit_TWC: 6067
Controlling Establishment ID: 00348 - Garfield Heights NEO Pkwy
More on TWC:
Time Warner Cable reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.
Time Warner Cable is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status