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Desktop Support Analyst
Ref No.: 18-00118
Location: Bronx, New York
Position Type:Direct Placement
  • Provide consultation services and technical support for end users within departments, labs and classrooms over the phone, via email and in person; Identify, diagnose, repair and resolve technical hardware and software issues in a timely manner.
  • Manage projects from inception to completion relating to computer hardware and software, network hardware, peripherals (e.g., printers, projectors), and classroom technology; perform scheduled and emergency re-installation of hardware or software within departments, labs and classrooms; provide recommendations for upgrades and new installations; maintain inventory and tracking records;
  • Document and prioritize projects following standard operating procedures. Document all interactions with end users via phone, email or in-person to ensure timely resolution as well as answer, troubleshoot and documents support calls and emails.
  • Manage all conference and meeting room multimedia events ensuring technical set-up meets client's expectations;
  • Manage relocation computing services for any moves, construction and installation projects for departments, classrooms and labs;
  • Diagnose and repair instrumentation systems that are unique to specialized research;
  • Document solutions and standard operating procedures for development of a knowledge database to be used by clients for more effective customer service;
  • Participate in computing projects as part of a project team, or as an individual;
  • Perform other duties as assigned

  • Bachelor's Degree and 2-3 years of related experience and relevant computer related technical training is required. An equivalent combination of education and prior related experience will also be considered.
  • In depth knowledge of desktop and technical support systems; knowledge of desktop, laptop mobile, hardware and supported vendor;
  • Speaks clearly and expresses self well in one-on-one conversations and groups;
  • Expert knowledge of imaging, deploying and managing Windows, Microsoft Office, Adobe and other products in a networked environment;
  • Expert knowledge in PC/MAC hardware replacement and repair, enterprise workstation deployment and configuration, troubleshooting network connectivity issues, configuration of networked printers and other peripherals;
  • A+ and Linux certification preferred;
  • Experience with Video Conferencing systems (e.g. Zoom, Creston) including wireless and touch panel systems;
  • Experience with integrating multimedia systems;
  • Working knowledge of configuration and troubleshooting of desktop email clients, mobile devices, web browsers and antivirus software;
  • Working knowledge of applications for educational applications;
  • Working knowledge of Active Directory;
  • Working knowledge of networking basics (e.g., tcp/ip, dhcp, dns)
  • Strong analytical skills to troubleshoot and document issues;
  • Assumes responsibility to ensure issues/concerns will be addressed and monitors them through conclusion;
  • Ability to work independently and in consultation with supervisor to resolve complex problems;
  • Experience with and ability to work on a team and to establish and maintain effective working relationships with peers, students and employees;
  • Excellent verbal and written communication skills;
  • Effectively manages own time and resources;
  • Seeks to apply technology and innovation to improve efficiency and solve problems.