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IT Desktop Analyst I

Position Purpose:
The Desktop Support analyst's role is to provide end users with technical support and maintenance within the organization's desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment (including but not limited to PC, phones, printers and scanners) to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, or via remote access) in a timely and accurate fashion, and provide end-user assistance where required.
Essential Duties and Responsibilities:
Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels.
Assess the need for and implement performance upgrades to PC boxes, including the installation of CPUs, I/O and NIC cards, hard disks, ribbon cables, hard drives, RAM, memory chips, CD-ROMs, and so on.
Collaborate with LAN support analysts/network administrators to ensure efficient operation of the company's desktop computing environment.
Where required, administer and resolve issues with associated end-user workstation networking software products.
Receive and respond to incoming calls, e-mails, and tickets regarding desktop problems. Create tickets when necessary.
Answer to and perform moves, adds, and changes (MAC) requests as they are submitted by line managers.
Prepare tests and applications for monitoring desktop performance, and then provide performance statistics and reports.
Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations.
Assist in maintaining an inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment.
Accurately document instances of desktop equipment or component failure, repair, installation, and removal.
If necessary, liaise with third-party support and PC equipment vendors.
Other duties not listed here may be assigned as needed.
RequirementsFormal Education & Certification
College diploma or university degree in the field of computer science and/or 2 years equivalent work experience.
Comprehensive training course in Microsoft Certifications acceptable in lieu of university degree.
A+ Certification and/or Microsoft Certifications preferred
Knowledge & Experience
Good technical knowledge of PC and desktop hardware.
Good technical knowledge of PC internal components.
Hands-on hardware troubleshooting experience.
Working technical knowledge of current protocols, operating systems, and standards, including DHCP.
Ability to operate tools, components, and peripheral accessories.
Able to read and understand technical manuals, procedural documentation, and OEM guides
Bank of Hope is an Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law. Bank of Hope will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the employer's legal duty to furnish information.
Please view Equal Employment Opportunity Posters provided by OFCCP here.

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