Desktop Support Analyst 2

Desktop Support Analyst 2

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.

Responsibilities include:

• Serve as the "go to" hands on IT resource for a respective site
• Identify pain points or persistent issues and escalate as required
• Perform field support functions associated with internal and external customer-based needs
• Diagnose 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 equipment
• Maintain inventory of installed software and hardware
• Work with hardware and software vendors to verify timely product delivery and ensure that new equipment is installed and ready to operate on schedule
• Seek and drive opportunities within the End User Services team to streamline tasks and improvements to service
• Lead complex troubleshooting investigations to accepted resolution while closing out appropriate internal responses to drive continuous improvement & knowledge
• Documents all calls, troubleshooting efforts, and resolutions in the company Service Management ticketing system while keeping end user always informed
• Ensures that work is carried out within the established Service Level Agreements (SLA)
• Follows established escalation and notification procedures
• Alerts People Leader to outages, priority issues, recurring problems
• Provides emergency after-hours senior executive support as required
• Provides after-hours on-call support when needed
• Adheres to the department and the Company's policies, procedures and established best practices
• Ensures high degree of customer satisfaction throughout service delivery
• Mentors less experienced team members on technical resolution of complex problems and procedures
• Creates and/or revises existing technical documentation and procedures
• Provide assistance and or information if needed to Asurion Technical Operations Center (ATOC) during critical incidents onsite

Tools used include:

• Asset Management
• Software Delivery
• Remote Control
• Active Directory

Additionally, work as an extended resource to other IT Support teams to setup, troubleshoot, install/upgrade, and decommission of equipment including:

• Onsite Servers
• Onsite Telephony
• Onsite Network

Commitment to personal development, continuously increasing level of professional expertise

About Asurion:

At Asurion, every one of us is a leader, from individual contributors to the senior team. We utilize our 5 Leadership Principles to help align and guide us in our everyday interactions.

• Put Customers First
• Play A Team Sport
• Take Ownership
• Collaborate and Then Commit
• Reach Full Potential

Asurion helps more than 300 million people around the world unlock their technology's untapped potential. We create innovative technology solutions that help keep consumers connected, from comprehensive protection to smart tech help that redefines expertise. Partnering with leading wireless carriers, retailers and pay-tv providers, Asurion's 16,000 employees deliver a seamless, award-winning customer experience, anticipating their needs and providing tailored services reachable within one touch.