Position: Desktop Support Analyst

Location: Bothell, WA*Day 1 Onsite

This position assists Customer with technical support of desktop computers, applications, and related technologies. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. A good understanding of general IT required as provision of Smart Hands will also be required on occasion to work with subject matter experts as their eyes, hands and feet in areas such as Networking, Server and Telecoms etc.

Desk side engineer for technical support for customers and their networked computers and peripherals
Interface with Senior Management, Company Board, Executives & VIP Users.

Duties include (but not limited to)

Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding basic network/desktop/laptop support, Printers, PDAs, iPhone/iPad & other Smart Devices
Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives
IMACD function including installation and decommission
Backing up and restoring user data, settings and associated systems administration activities
Assist ServiceDesk/Remote Desktop Support teams for hands and feet coordination efforts
Assist on Incident and Problem management activities
Taking ownership of issues through to resolution on all appropriate requests
Categorize and prioritize end user support requests (Incidents) and service requests by utilizing ticketing system to track tickets and provide up-to-date status and information
Move equipment associated with escalated incidents and service requests
Performing asset inventory activities as needed
Recommends and/or performs upgrades on systems to ensure longevity
Works with procurement staff to purchase hardware and software
Maintain spare parts/ inventory list on a monthly basis and coordinate for any disposal requests
Provide trade show planning and support, setup, test, training, logistics and maintenance of all required Workstation and peripheral equipment at the site.
Be available for Oncall support during afterhours as and when necessary for Priority 1 & 2 Incidents
Adhere to ticket response and resolution SLA's as agreed upon with the customer
Good understanding of DHCP, DNS, IP addressing and sub netting & Basic understanding of fixing Wireless LAN, Ethernet desktop configuration issues

18 Support during Town Halls, Board Meetings, Executive Conferences, Auditorium Meetings. Desired experience on supporting Cisco, Avaya, Logitech or MS Teams Room

Smart hands support for Rack & Stack of Server, Storage, Network & Firewall components
Provide basic to intermediate support for IDF & MDF closets including but not limited to providing console access, checking & reporting UPS & Cooling alerts, PDU's, patch panel & structured cabling
If necessary & required liaise with Third Party Vendors & support for resolving complex or OEM related issues

Inherent Technologies

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Desktop Support Analyst