Kalyx - Your Partners in IT Staffing Solutions

Second Level Desktop Support Analyst 

Position Summary

In conjunction with the Manager & Senior systems administrators and other peer IT associates, uphold, maintain and adhere to all infrastructure security practices including but not limited to: Servers, Networks LAN/WAN devices, PC’s, Mobile Devices, Printers, Applications, Administration, Remote access methods and infrastructures, physical and logical access.

Academic/Education Requirements:

• Successfully completed a post-secondary degree/diploma in Computer Science or related field;

Required skills/Experience:

• Minimum of 3 – 5 years of professional work experience within the IT Systems Helpdesk and Administration field preferably with a Commercial Real Estate Development firm of which three (3) years have been as a Helpdesk & Desktop support analyst.

Will also consider:

• Minimum 7 years professional work experience preferably with a Commercial Real Estate Development firm with a proven track record to follow through to achieve results within the Helpdesk Information Technology field of which five (5) years have been as a Helpdesk & Desktop Support Analyst;
• Ability to perform all duties in a fast paced environment that supports multiple companies with approximately 400 associates with constantly shifting priorities;
• A professional courteous associate that exemplifies excellent oral and written communication skills with the ability to effectively communicate across all levels of associates and executives within, as well as outside the organization;
• Effective technical, organizational and problems solving skills as well as planning for not only prioritizing work activities but also anticipating shifts in priorities;
• Extensive experience in supporting, technical business computer networks, voice networks, architectures, and infrastructures, devices and applications;
• Experience in working with software and systems programming, development and support teams to assist in their IT initiatives;

Responsibilities:

The specific duties and responsibilities for this position include but are not limited to the following:

• Provide 2nd level Helpdesk & Desktop technical assistance and problem resolution to all associates on desktop hardware and software issues and queries as required. Systems and applications support to include but not limited to: 

o Lotus Notes Systems
o MS Exchange/Outlook Systems
o Windows desktops, Windows 7, Windows 10
o Windows 2003 – 2012 server
o MS SharePoint
o Yardi Financial systems, Client and Web based
o SQL & MS Access databases
o Web based applications
o Microsoft Office apps, Office365
o VPN & remote office access, SSL server access
o Mobile devices, iOS and Android
o Printing and scanning

• Monitor and address all tickets directed to them in the queue from the central help desk software database, and prioritize and complete tickets as required and in conjunction with other team members where required to ensure call closure with the IS/IT group;
• Perform all 2nd level Helpdesk & Desktop support functions to create, maintain and provide daily, weekly, monthly and yearly reports from within the helpdesk software to be used to assist in problem monitoring, reduction, resolution etc;
• Assist in updating helpdesk application version, and subsequent database including inventory additions and changes as well as user requests;
• Assist in the procurement build/image/repair/inventory and rollout of all new and rebuilt PC’s, mobile devices;
• In conjunction with the helpdesk complete all requests for password resets, new user setups and deletions, for Windows Active Directory requirements and other systems as needed;

Assist in maintaining the helpdesk application, and associated inventories, PO’s and other requirements of the ticketing system to ensure functionality;
• Develop technical and end user documentation as a communication and training tool; policies and procedures
• Enforce implemented IT policies & securities at all times;
• Create, update, and maintain all security and access forms;
• Update and maintain all IT documentation for Bill 198 and other audit requirements;
• Assist in ensuring virus protection for compliance with corporate security policies;
• Maintain with assistance from team members a network incident report and resolutions logs;
• Meet and or exceed support, and project specific goals and objectives as outlined in goals and objectives;

Values

The 2nd Level Desktop Support Analyst must be client focused, advocate and communicate a positive image of the company, both internally and externally. The 2nd Level Desktop Support Analyst shall take accountability for decisions made and conduct oneself in a respectful and ethical manner in representing the company’s interests.

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