PRIMARY PURPOSE:
The Desktop Services Analyst role is to ensure proper computer operation so that end users can accomplish business tasks. This includes actively resolving escalated end user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. This position may participate in projects under the direction of the Desktop Services Manager.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
1. Creates and manages scripts for imaging devices, deploying application and OS upgrades.
2. Deploys imaged devices.
3. Administers user access, including mobile device management.
4. Manages service requests for AV equipment and ensures equipment is working properly.
5. Acts as an escalation point for advanced or difficult help requests.
6. Builds rapport with service desk customers.
7. Escalates problems (when required) to the Desktop Services Lead and/or Manager.
8. Records, tracks and documents the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
9. Applies diagnostic utilities to aid in troubleshooting.
10. Accesses software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
11. Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, configuring systems and applications.
12. Ensures standard security tools are on all devices.
13. Performs preventative maintenance, including Sophos, Kace and Meraki databases for completeness and accuracy.
14. Tests fixes to ensure problem has been adequately resolved.
15. Performs post-resolution follow ups with Service Desk Analysts as required.
16. Develops help sheets and FAQ lists for end users.
17. Meets SLAs to manage end-user expectations.
18. Delivers excellent customer service to internal customers.
19. Completes audits and reports as assigned.
20. Evaluates documented resolutions and analyze trends for ways to prevent future problems.
21. Alerts management to emerging trends in incidents.

JOB SPECIFICATIONS:
Knowledge, Skills & Abilities

• Knowledge of Desktop Image Scripting technologies and applications.
• Demonstrated mastering of the HelpDesk function.
• Excellent analytical skills and knowledge of the Windows operating environment and Microsoft Office application software.
• Excellent communication and problem-solving skills.
• Must be adaptable and capable of learning new software quickly.
• Ability to communicate effectively with internal business units.
• Ability to take initiative and demonstrated ability work independently and with minimum direction.
• Critical member of team. Must be reliable, dependable, and maintain a high degree of flexibility.
• Travel to other locations may be necessary. A valid Driver’s License, in good standing, is required and access to a vehicle for use in the course of business.

Experience & Education

• High school diploma or equivalent, plus additional coursework or experience in Computer Applications. Technical school certification, preferred.
• Minimum of 1-3 years of experience in an IT help desk environment. Minimum of 1-year experience in desktop services preferred.
• Minimum of 1-year experience in Application and Patching Deployment or 6 months experience in OFB patching preferred.
• Minimum of 1-year experience with Microsoft Active Directory and Office365 functionality and administration.
• Minimum of 1-year experience in User Administration or 6 months OFB user administration required.

I nternal and External Contacts

• Frequent regional and inter-regional contact
• Frequent contact with customers in response to inquiries on all technology related issues
• Occasional contact with external providers

Working Conditions/Physical Requirements
Office environment. Ability to operate computer. Ability to communicate in order to exchange simple to complex information with individuals and groups. Ability to travel throughout Bank footprint.