The Desktop Support Analyst 2 is a member of the End User Services team and is the onsite IT resource serving their respective site. He/she can perform duties with minimal supervision and proactively identifies and drives the resolution issues. The Desktop Support Analyst 2 works under the supervision of IT Manager and continually works to deliver an exceptional customer experience.Serve as the “go to” hands on IT resource for a respective siteIdentify pain points or persistent issues and escalate as requiredPerform field support functions associated with internal and external customer-based needsDiagnose and resolve unique, nonrecurring problems associated with application software and operating systems; determine the source of problems and classify their level, priority and nature.Configure, deploy, maintain and troubleshoot desktops, laptops, printers, ip phones, mobile devices, and telecommunications devices including accessories related to end user equipmentMaintain inventory of installed software and hardwareWork with hardware and software vendors to verify timely product delivery and ensure that new equipment is installed and ready to operate on scheduleSeek and drive opportunities within the End User Services team to streamline tasks and improvements to serviceLead complex troubleshooting investigations to accepted resolution while closing out appropriate internal responses to drive continuous improvement & knowledgeDocuments all calls, troubleshooting efforts, and resolutions in the company Service Management ticketing system while keeping end user always informedEnsures that work is carried out within the established Service Level Agreements (SLA)Follows established escalation and notification proceduresAlerts People Leader to outages, priority issues, recurring problemsProvides emergency after-hours senior executive support as requiredProvides after-hours on-call support when neededAdheres to the department and the Company’s policies, procedures and established best practicesEnsures high degree of customer satisfaction throughout service deliveryMentors less experienced team members on technical resolution of complex problems and proceduresCreates and/or revises existing technical documentation and proceduresProvide assistance and or information if needed to Asurion Technical Operations Center (ATOC) during critical incidents onsiteTrusted to use the following tools to support desktop, laptop, and software managementAsset ManagementSoftware DeliveryRemote ControlActive DirectoryWork as an extended resource to other IT Support teams to setup, troubleshoot, install/upgrade, and decommission of equipmentOnsite ServersOnsite TelephonyOnsite Network

Commitment to personal development, continuously increasing level of professional expertise