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Desktop Support Analyst

Company: McAfee & Taft
Location: Tulsa
Posted on: November 22, 2021

Job Description:

JOB SUMMARY: The Desktop Support Analyst works within the IT team to provide responsive firm-wide support for technology incidents, questions, and requests. The successful individual will demonstrate a contemporary, working knowledge of computer hardware, peripherals, operating systems (e.g. Windows 10), legal-specific software, mobile devices, audio/video systems, and networking fundamentals. Excellent listening skills, research and problem-solving skills, and a sincere interest in serving others are essential qualities for success in the role.
ESSENTIAL JOB FUNCTIONS:-- Respond promptly and professionally to diagnose, troubleshoot, resolve, test/confirm, and close technology service incidents and requests -- Provide an alternative means of working (workaround) to minimize workflow disruption from incidents that require escalation or further investigation-- Prioritize and classify incidents and request based upon the nature, scope, and urgency communicated by the service requester (end user)-- Document ALL incoming incidents and requests by recording relevant information, including description of the incident or request and ALL steps taken to address the issue, within the incident management (ticket tracking) system-- Identify and tag appropriate incidents and associated resolutions as knowledge base (KB) articles within the incident management system for the purpose of assisting in the efficient resolution of similar problems encountered in the future-- Escalate incidents and requests as needed following a concerted effort to resolve the incident or satisfy the request and after ALL relevant information and steps taken have been documented in the incident management system-- Engage in root-cause analysis (problem management) to identify and correct the source of technology problems -- Communicate and follow up with end users to ensure issues/requests and expectations are clearly understood and to ensure closed incidents and requests have been fully and satisfactorily addressed-- Install, configure, maintain, troubleshoot, and support computer hardware (desktops, laptops, printers, and other peripherals), software (Windows 10, Microsoft Office, and other legal-specific applications), mobile devices, telecommunications equipment, and audio/video equipment-- Notify users of significant outages, status, and services restored-- Raise issues regarding potentially systemic, critical technology problems-- Participate in team meetings and contribute to discussions about open issues, ideas for improvements, and future planning-- Engage in continuing professional development and education for IT industry systems and legal-specific applications-- Other duties as assigned
REQUIRED SKILLS AND ABILITIES:-- Working knowledge of computer hardware and peripherals, Windows 10 configuration and support, Microsoft Office 2019, principles of RDP and VPN technologies, VM technologies, mobile devices support, legal document management systems (DMS), concepts of various legal practice specific software, System Center Configuration Manager (SCCM) operations, network and IP addressing fundamentals, ITSM/ITIL principles and framework, remote support methods and tools, incident management (ticketing) systems-- Sound approach to efficient and effective troubleshooting and problem solving-- Highly organized individual who can manage multiple tasks simultaneously and achieve successful outcomes in difficult situations under pressure-- Excellent communication (written and oral) skills and ability to listen and ask germane questions to develop a clear understanding of problems and issues and setting reasonable and clear expectations and keeping everyone involved informed of progress and next steps-- Desire for staying current through continuous improvement and education in a variety of relevant disciplines

Keywords: McAfee & Taft, Tulsa , Desktop Support Analyst, Professions , Tulsa, Oklahoma

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