Salary: $21.40 – $29.80 per hour
Location: Fort Worth, TX
Position Summary:
The Desktop Support Analyst is the entry point for all IT related incidents and requests. The Analyst II will provide excellent customer service while providing advanced support and maintenance for endpoints, peripherals, and the systems that manage them. The Analyst II will triage incidents to determine whether an issue resides on the endpoint, server, network, or application and resolve it or escalate it as necessary. Requests will be fulfilled as per process and procedure. Analyst II will evaluate staff’s needs and requirements and coordinate those solutions with the administrators, engineers, and architects.
The Analyst II manages the ticket queue and ensures internal SLAs are met, audits goals are met, and procedures are adhered to. They are also assigned various projects and tasks.
Essential Functions and Responsibilities:
The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to this position.
TRWD’s technology platforms are modern and centered around the Microsoft, Cisco, and Dell ecosystems. Microsoft 365 is the primary application platform, with heavy usage of Microsoft Teams, SharePoint Online, OneDrive, Word, Excel, PowerPoint, and Outlook. Endpoints are a mixture of physical and virtual desktops with Windows 11 as our main operating system.
This position collaborates with system administrators, aiding in various tasks such as Group Policy management and VDI administration.
In addition to providing real-time support, this position might also be involved in project work to achieve our broader strategic goals.
Incident/Problem/Change Management
- Record all support requests, troubleshooting steps, and resolutions in ITSM tracking software according to all standards, policies, and procedures
- Ensure service requests, problems, and incidents are properly triaged, prioritized, assigned, and resolved according to SLAs
- Maintain Knowledge Base articles
Endpoint and peripheral management
- Ensure endpoints are configured and updated to help ensure a secure and consistent experience across the lifecycle of all managed devices
- Support and monitoring of district-wide print services such as eFax, cloud printing, print queues, scanning services, etc.
- Provide advanced application support for all supported applications such as Microsoft Teams, Windows 11, SharePoint Online, OneDrive, Excel, Word, PowerPoint, Outlook, PDF editors, etc.
- Advanced desktop support for laptops, workstations, and virtual desktops
System Administrator Support
- Support configuration management activities such as GPOs, InTune policies, and VDI configurations
- Assist with Cisco Unified Communications Manager (CallManager)
- Identity and Access Management support such as creating and managing on-premises Active Directory, Azure Active Directory (Entra ID), and Microsoft 365 accounts
- Support MFA and conditional access policies
Video Conferencing/AV support
- Provide dedicated on-site technical and audio/visual support for all executive-level meetings such as monthly Board of Director meetings, special sessions, and committee meetings
- Maintain and support Cisco Room Kit video conference devices running Microsoft Teams Rooms
General
- Create and maintain process and procedure documentation
- Maintain familiarity with district-wide strategic initiatives and expected levels of service
- Must have ability to work an 8 hour on-premises shift scheduled between 7:00 a.m. and 6:00 p.m. with scheduled on-call rotation
- Maintain inventory of software and hardware assets
- Perform other duties as required
Required Experience:
- Five (5) years prior work experience in a high pace desktop/helpdesk support setting
- Strong understanding of Active Directory, DHCP, TCP/IP and DNS and how it relates to desktop support
- Advanced knowledge of Windows operating systems
- Experience with troubleshooting Microsoft 365, including Teams, OneDrive etc.
- Advanced knowledge and demonstrated administration experience with patch management, global configuration, and software distribution systems
- Advanced configuration knowledge and troubleshooting of conference room audio/visual equipment and management platforms
- Enterprise anti-virus administration experience
- Virtual desktop environment management
Desired Experience:
- Experience with collaboration solutions like SharePoint and OneDrive
- VoIP experience
Required Education/Certification/License:
- High School Diploma or GED
- Valid Texas driver’s license
Desired Education/Certification/License:
- College Degree
- IT related certifications
Success Factors/Job Competencies:
- Self-motivated with the ability to work quickly and independently with minimal supervision
- Effective interpersonal and teamwork skills
- Analytical and problem-solving skills within a high-pressure environment
- Read, write, and analyze effectively to make accurate decisions and judgments
- Strong communication and speaking skills to make presentations and recommendations to executive management and end users
Physical Demands and Work Environment:
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Physical demands: While performing duties of the job, employee is occasionally required to stand; walk; sit; use hand to finger, handle, or feel objects, tools, or controls; reach with hands and arms; balance; stoop; talk or hear. Employees must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
- Work environment: While performing the duties of this job, the employee typically resides within an office or cubicle and may have occasional fieldwork that will expose the employee to weather conditions prevalent at the time.
For HR Use Only ( POS # 97)
