DESKTOP SUPPORT ANALYST Job at American Pacific Mortgage, Rocklin, CA

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  • American Pacific Mortgage
  • Rocklin, CA

Job Description

Job Description

Job Description

Department: Information Services

FLSA: Non-Exempt, Full-time Regular

Location: Rocklin or Roseville, CA. In Office -- This is not a remote position

Primary Job

The Desktop Support Analyst is primarily responsible for new hire and break/fix hardware support, daily service requests related to accounts and email, as well as the direct escalation point for the Tier1 Help Desk.

Essential Duties and Responsibilities
  • Monitor the ITSM ticketing system for incoming requests including assigning and escalating accordingly.
  • Respond to new incidents and requests and resolve technical issues encompassing hardware, software, and networking within established SLA by providing remote and onsite support.
  • Escalate issues that cannot be resolved within the documented SLAs.
  • Respond to inquiries and requests from users, and management to provide technical assistance and support to ensure service availability.
  • Administration of servers, network resources, and telephony systems to ensure availability of services to authorized users when necessary.
  • Track all work in the ITSM ticketing system ensuring all assigned tickets have accurate and up-to-date account of all troubleshooting steps and follow-up details.
  • Responsibilities include account management as well as asset and inventory management of hardware relevant to user onboarding, break/fix, and user offboarding. Includes moving and lifting of hardware including PC’s, monitors, and printers.
    1. Including RMA of hardware through vendor portals in a timely manner.
  • Work collaboratively with internal engineering staff to determine and resolve general problems reported by users.
  • Documentation creation and maintenance of job aids and/or knowledge articles.
  • Other duties as assigned by management.

Qualifications/Requirements
  • 2+ years proven experience supporting clients at a Tier1 IT Help Desk. Supporting various operating system platforms; Microsoft Windows 10+ & Apple iOS
  • 2+ years client hardware experience troubleshooting Windows drivers & physical hardware components.
  • Encompass knowledge preferred but not required.
  • Technical proficiency of Microsoft Office 365 productivity software, O365 Administration, Microsoft Exchange administration, AD/AAD hybrid environments, standard and wireless networking (WiFi), Apple iOS, Android devices, network and local printers, AV software, and the use of Remote Management tools.
Desired Certifications
  • Microsoft Technology Associate (MTA)
  • Apple Care Mac Technician (ACMT)
  • CompTIA A+ Certification
  • HDI Customer Service Representative (HDI-CSR)

Job Tags

Full time, Local area,

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