Desktop Support Analyst

Gimmko Technologies Monterey Park , CA 91755

Posted 2 weeks ago

Description:

We are looking for 8 additional Level II desktop support technicians to work in the Monterey Park CA office

  • Provide high-quality enterprise-level, lifecycle support services for end-user computing hardware and software by receiving and responding to incidents and requests submitted by end users via telephone call or voicemail, email or HP Service Center.
  • Provide response, troubleshooting, resolution and tracking of user requests for supported systems and services.
  • Support business technology utilization workflows: troubleshoot, determine and communicate outages, provide the proper level of communication, escalate as appropriate and work with the Bank staff to restore services.
  • Collaborate with on-site staff to supplement the existing knowledge base and document solutions.
  • Track hardware/software assets and ensure documented IT asset management policies are followed.
  • Build, test, and deploy workstations in adherence to the Bank’s established policies and guidelines.
  • Install, configure and deploy commercial /proprietary applications to support user requirements and workflows
  • Document new problems and incidents utilizing the Bank’s HP Service manager ticketing system. Monitor Service Manager ticket queue, respond promptly to incidents and problems and follow through to resolution.
  • Communicate to the Bank supervision of any issues that need management attention and problems that impact large numbers of clients.
  • Provide technical support for remotely connected users through VPN.
  • Provide technical support for branch office support via a combination of phone and “on-line connected session” to resolve incidents.
  • Manage the entire life cycle of all tickets created at the Service Desk and which have been assigned to Consultant as incident owner.
  • Provide support for End User Computing Move/Add/Changes in adherence with the Bank and CBRE guidelines.
  • Follow up with service team for root-cause analysis (problem management) for continuous improvement of service delivery processes.
  • Contractor will provide the Bank with documentation as appropriate.
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Desktop Support Analyst

Gimmko Technologies