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Analyst, Desktop Services
•30 days ago
| Hours | Full-time |
|---|---|
| Location | El Segundo, CA El Segundo, California |
About this job
Time Warner Cable Sports currently seeks a Analyst, Desktop Services for its two Regional Sports Networks in Southern California.Summary of Role:The Analyst, Desktop Services, role is to support and maintain in-house computer systems, desktops, and peripherals. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal workstation performance. The person will also troubleshoot problem areas in a timely and accurate fashion, and provide end user training and assistance where required.Essential Job Functions:· Receive, prioritize, respond to, document, and actively resolve end user PC and/or hardware requests.
· Test fixes to ensure problem has been adequately resolved.
· Perform post-resolution follow-ups to help requests.
· Accurately document instances of hardware failure, repair, installation, and removal.
· Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
Preferred Qualifications:
Operations (Tactical Responsibilities)
· Work with end users to identify and deliver required PC service levels.
· Liaise with, and provide training and support to, end users and staff on computer operation and other issues.
· Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, networked peripheral devices, and networking hardware products.
· Perform on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users, and recommend and implement corrective hardware solutions, including off-site repair as needed.
· Develop and maintain an inventory of all monitors, keyboards, hard drives, modems, printers, scanners, and other peripheral equipment.
· Monitor and test PC performance and provide PC performance statistics and reports.
· Construct, install, and test customized configurations based on various platforms and operating systems.
· If necessary, liaise with third-party support and PC equipment vendors.
Magnitude & Autonomy of Decision Making
· Develop help sheets and frequently asked questions lists for end users.
· Recommend, schedule, and perform PC, hardware and peripheral equipment improvements, upgrades, and repairs.
· Support development and implementation of new computer projects and new hardware installations.
· Maintain up-to-date knowledge of hardware and equipment contracts and supervise contract-based installations.
Knowledge & Experience (Technical Responsibilities)
· Excellent technical knowledge of network and PC hardware, including Windows 7 and Mac OS X.
· Working knowledge of a range of diagnostic utilities, including WireShark, Registry, Virus, Spyware and Adware tools.
· Hands-on hardware troubleshooting experience.
· Extensive equipment support experience with Dell, HP and Apple hardware.
· Working technical knowledge of current network protocols, operating systems, and standards, including AD, File Services, Print Services, IP, DHCP, DNS, WINS, PC Image deployment, Symantec Endpoint, KACE, VMware and Citrix clients.
· Ability to operate tools, components, and peripheral accessories.
· Able to read and understand technical manuals, procedural documentation.
· Ability to conduct research into PC issues and products as required.
· Able to participate on an On-Call schedule rotation including some weekends.
· Able to troubleshoot some printer problems as well as escalate issues to hardware vendor.
· Able to setup video conferencing calls either via Skype or in-house conference units.
Formal Education & Certification
· College diploma or university degree in the field of Information Technology and/or [2] years equivalent work experience.
· Certifications in MSDST, ITIL, A+, or equivalent.
Personal Attributes
· Ability to conduct research into a wide range of computing issues as required.
· Ability to effectively prioritize and execute tasks in a high-pressure environment.
· Strong written and oral communication skills.
· Must be willing and able to learn, understand, and grow with the business.
· Ability to present ideas in user-friendly language.
Work Conditions· Sitting and/or standing for extended periods of time.
· Overtime may be required in meet deadlines.
· Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components.
· Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.
· Able to participate on an On-Call schedule rotation including some weekends.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed 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.
We are proud to offer a robust benefits package including medical, dental, vision, matched 401(k) plan, tuition reimbursement, and discounted services for employees who reside in a Time Warner Cable service area. Qualified candidates should apply online at .
· Test fixes to ensure problem has been adequately resolved.
· Perform post-resolution follow-ups to help requests.
· Accurately document instances of hardware failure, repair, installation, and removal.
· Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
Preferred Qualifications:
Operations (Tactical Responsibilities)
· Work with end users to identify and deliver required PC service levels.
· Liaise with, and provide training and support to, end users and staff on computer operation and other issues.
· Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, networked peripheral devices, and networking hardware products.
· Perform on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users, and recommend and implement corrective hardware solutions, including off-site repair as needed.
· Develop and maintain an inventory of all monitors, keyboards, hard drives, modems, printers, scanners, and other peripheral equipment.
· Monitor and test PC performance and provide PC performance statistics and reports.
· Construct, install, and test customized configurations based on various platforms and operating systems.
· If necessary, liaise with third-party support and PC equipment vendors.
Magnitude & Autonomy of Decision Making
· Develop help sheets and frequently asked questions lists for end users.
· Recommend, schedule, and perform PC, hardware and peripheral equipment improvements, upgrades, and repairs.
· Support development and implementation of new computer projects and new hardware installations.
· Maintain up-to-date knowledge of hardware and equipment contracts and supervise contract-based installations.
Knowledge & Experience (Technical Responsibilities)
· Excellent technical knowledge of network and PC hardware, including Windows 7 and Mac OS X.
· Working knowledge of a range of diagnostic utilities, including WireShark, Registry, Virus, Spyware and Adware tools.
· Hands-on hardware troubleshooting experience.
· Extensive equipment support experience with Dell, HP and Apple hardware.
· Working technical knowledge of current network protocols, operating systems, and standards, including AD, File Services, Print Services, IP, DHCP, DNS, WINS, PC Image deployment, Symantec Endpoint, KACE, VMware and Citrix clients.
· Ability to operate tools, components, and peripheral accessories.
· Able to read and understand technical manuals, procedural documentation.
· Ability to conduct research into PC issues and products as required.
· Able to participate on an On-Call schedule rotation including some weekends.
· Able to troubleshoot some printer problems as well as escalate issues to hardware vendor.
· Able to setup video conferencing calls either via Skype or in-house conference units.
Formal Education & Certification
· College diploma or university degree in the field of Information Technology and/or [2] years equivalent work experience.
· Certifications in MSDST, ITIL, A+, or equivalent.
Personal Attributes
· Ability to conduct research into a wide range of computing issues as required.
· Ability to effectively prioritize and execute tasks in a high-pressure environment.
· Strong written and oral communication skills.
· Must be willing and able to learn, understand, and grow with the business.
· Ability to present ideas in user-friendly language.
Work Conditions· Sitting and/or standing for extended periods of time.
· Overtime may be required in meet deadlines.
· Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components.
· Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.
· Able to participate on an On-Call schedule rotation including some weekends.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed 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.
We are proud to offer a robust benefits package including medical, dental, vision, matched 401(k) plan, tuition reimbursement, and discounted services for employees who reside in a Time Warner Cable service area. Qualified candidates should apply online at .