Desk Side Analyst - Richmond, VA

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Responsible for providing day-to-day technical support to employees for a range of hardware and software related systems. Responds to and diagnoses problems through discussion with users, which includes trouble shooting, fault rectification and problem escalation. Provides effective and timely resolution of users’ problems, queries or complaints. Assists in hardware and software evaluation and recommends upgrades or improvements to IT infrastructure.
Level: An Experienced Professional (P2) applies practical knowledge of job area typically obtained through advanced education and work experience. Responsibilities typically include: • Works independently with general supervision. • Problems faced are difficult but typically not complex. • May influence others within the job area through explanation of facts, policies and practices.
Typical Title: IT Support Analyst, IT Helpdesk Analyst, IT Service Desk Analyst

Desk Side Analyst

Position Summary:

The Field Services Desktop Analyst is responsible for the delivery of IT services, SLAs, hardware break fixes, and upgrades as needed. This position also ensures all services are delivered in a timely, reliable and cost-effective manner.

Position Responsibilities:

• Manage/repair all technology hardware including but not limited to computers, printers, and scanners.

• Maintain accurate hardware production inventories and spare stock

• Troubleshooting some software as needed

• Adheres to all documented processes

• Travel to off-sites to provide the same level of support as the main campus assignment

• Assist with project assignments to implement new technologies or hardware

• Provide on-call and project support as needed

• Assist with the movement of I&T assets either receiving new equipment or decommissioning of end of life equipmentPosition Requirements:

• Demonstrate a deep understanding of the technical environment and its business return.

• Strong communications; written and oral

• Have the necessary communication and interpersonal skills to interact with clients at all levels

• Can keep up to date with technology as it develops and inform their clients of the potential impact.

• Be self-managing and capable of prioritizing workload based on client requirements.

• The ability to work under pressure within a team and the ability to multitask are important attributes for this role

• The candidate will have good problem-solving skills and be highly motivated. He/she will be required to work on own initiative and must therefore possess good decision-making skills

• Maintain a clean and orderly work environment.

• The candidate will need to be able to take direction from leads and react to downtimes in the environment.

• Possess a valid driver’s license and be able to provide an annual Motor Vehicle Report (MVR) that meets requirements. 

Education and Experience:

• Bachelor’s degree in the field of computer science, telecommunications, or information sciences, and 3 years experience or 6 years of relevant work experience

Additional Job Description

Possess a valid driver’s license and be able to provide an annual Motor Vehicle Report (MVR) that meets Nordic requirements