Desktop Analyst

W.R. Berkley Corporation Minneapolis , MN 55415

Posted 3 weeks ago

Company Details

Berkley Technology Services (BTS) is a dynamic company committed to providing world class IT services. We offer a unique culture, enabling our team members to be on the cutting edge of technology while delivering high quality solutions. Our functions include working with various third parties to develop, integrate, and support insurance systems of WRBC's operating units. BTS strives to provide these functions in a holistic manner including helpdesk support, system connectivity, and operational support. Additional responsibilities include coordinating communications regarding best practices in the use of our supported systems and researching new technology. BTS is constantly growing and expanding to meet the changing demands of one of the most successful insurance organizations in the world.

Responsibilities

Solve and troubleshoot problems related to desktop computers, laptops, and different systems. Install hardware and software systems on desktops and laptops. Reviews service tickets and identify opportunities for improvement. Work with and assist customers with installations, moves, adds, changes, refresh, testing and implementation of personal computer hardware/software systems for small projects. Assists with problem determination and isolation of PC hardware/software networks. Utilizes help desk call tracking and problem resolution software and thoroughly documents problem resolution. Resolves issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction.

Primary Duties & Responsibilities:

  • Knowledge of PC/laptop hardware, Windows OS (Windows 7, Windows 10); MS Office Products and mobile devices.

  • Working knowledge of Active Directory and AD group policies.

  • Knowledge of desktop inventory and software automation tools (SCCM-Microsoft System Center Configuration Manager & Software Delivery).

  • Understanding of patch management (SCCM)

  • Knowledge of MAC OSX

  • Familiar with anti-virus tools and consoles

  • Installing hardware and software systems on desktops and laptops

  • Working knowledge of Desktop automation tools such as RES Workspace Manager a real plus.

  • Liaise with technical services company to resolve problems involving core applications.

  • Trains other Desktop team members on the best practice solutions, etc.

  • Must be able to demonstrate working knowledge of major desktop software applications and networking concepts. Understanding of ITIL process.

  • Troubleshoots local printer problems and coordinates maintenance for printers.

  • Primary focus is to provide complex and unique technical troubleshooting assistance to employees across global business units.

  • Primary interaction point is end users across global business units.

  • Work with and assist customers with installations, moves, adds, changes, refresh, testing and implementation of personal computer hardware/software systems for small projects.

  • Ability to review service tickets and identify opportunities for improvement. Solve and troubleshoot problems related to desktop computers, laptops, and different systems.

  • Ability to work in a remote office situation without direct daily supervision. Self-starter with a good work ethic.

  • Communicate with technical and non-technical individuals and teams

  • Work in a fast paced and dynamic production environment

  • Manage and triage multiple incoming priorities effectively by understanding customer needs and meeting service level requirements.

  • Strong customer service focus and sense of urgency

  • On-call Rotation (PIC)

Qualifications

Minimum Qualifications:

  • Minimum 5 years or more experience resolving end users' hardware and software issues in an IT environment.

  • Associate's degree or equivalent with emphasis in computer science or related field; or equivalent combination of education and experience.

  • Candidates should have working knowledge of Windows 7, Windows 10, Microsoft Office Suite, Active Directory, VPN, Citrix, VDI, networking and remote tools.

  • A+ certified is a plus.

  • Bilingual service in English/Spanish and some Portuguese a real plus.

Responsibilities Solve and troubleshoot problems related to desktop computers, laptops, and different systems. Install hardware and software systems on desktops and laptops. Reviews service tickets and identify opportunities for improvement. Work with and assist customers with installations, moves, adds, changes, refresh, testing and implementation of personal computer hardware/software systems for small projects. Assists with problem determination and isolation of PC hardware/software networks. Utilizes help desk call tracking and problem resolution software and thoroughly documents problem resolution. Resolves issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction. Primary Duties & Responsibilities:
  • Knowledge of PC/laptop hardware, Windows OS (Windows 7, Windows 10); MS Office Products and mobile devices.

  • Working knowledge of Active Directory and AD group policies.

  • Knowledge of desktop inventory and software automation tools (SCCM-Microsoft System Center Configuration Manager & Software Delivery).

  • Understanding of patch management (SCCM)

  • Knowledge of MAC OSX - Familiar with anti-virus tools and consoles

  • Installing hardware and software systems on desktops and laptops

  • Working knowledge of Desktop automation tools such as RES Workspace Manager a real plus.

  • Liaise with technical services company to resolve problems involving core applications.

  • Trains other Desktop team members on the best practice solutions, etc.

  • Must be able to demonstrate working knowledge of major desktop software applications and networking concepts. Understanding of ITIL process.

  • Troubleshoots local printer problems and coordinates maintenance for printers.

  • Primary focus is to provide complex and unique technical troubleshooting assistance to employees across global business units.

  • Primary interaction point is end users across global business units.

  • Work with and assist customers with installations, moves, adds, changes, refresh, testing and implementation of personal computer hardware/software systems for small projects.

  • Ability to review service tickets and identify opportunities for improvement. Solve and troubleshoot problems related to desktop computers, laptops, and different systems.

  • Ability to work in a remote office situation without direct daily supervision. Self-starter with a good work ethic.

  • Communicate with technical and non-technical individuals and teams

  • Work in a fast paced and dynamic production environment

  • Manage and triage multiple incoming priorities effectively by understanding customer needs and meeting service level requirements.

  • Strong customer service focus and sense of urgency

  • On-call Rotation (PIC)

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Desktop Analyst

W.R. Berkley Corporation