Desktop Support Analyst II at RL Canning (Phoenix, AZ)

Position Summary:
Performs as a support resource for enterprise device maintenance and issue resolution. The role troubleshoots known and unknown end-user device errors and will collaborate with both internal and external parties in resolution practices. Maintains and updates knowledge base with resolution practice information.

Essential Duties:

• Acts as both a primary support point and as an escalation point for Level 1 Analysts regarding technical issues within an enterprise environment.
• Exhibits excellent interpersonal skills with both technical and non-technical personnel.
• Performs escalations when necessary for vendors or internal departments; capable of acting as remote support for vendors.
• Maintains and supports enterprise resources, including laptops, desktops, tablets, mobile phones, and other network-enabled devices.
• Supports internal policies and procedures.
• Analyzes hardware, software, and network problems using diagnostic tools, knowledge base, and troubleshooting procedures.
• Resolves unknown errors and documents resolution procedures for use in the knowledge base.
• Provides suggestions or advice to senior management regarding IT device investment and enterprise device upgrades.

Qualifications and Experience:

• 5+ years of IT support experience.
• Strong ability to utilize clear and effective written and verbal communication.
• Strong organizational skills with a solution-based, problem-solving mindset.
• Strong experience with installing, imaging, and troubleshooting Windows devices within an enterprise (Windows 7, 10)
• Experience configuring and supporting Microsoft products (Office 365, Skype, Microsoft Office) .
• Experience participating in technical bridges for troubleshooting/problem resolution.
• Strong communication skills; can explain complex technical concepts to both technically proficient IT professionals as well as end-users in an understandable and comprehensive manner.
• Demonstrated experience providing end-to-end ownership for problems, issues, or escalations.
• Experience with "smart hands" troubleshooting and support occurences.
• Experience participating in technical bridges for troubleshooting/problem resolution.

Education:

• Associates degree in Information Technology or related technical program strongly desired.
• Relevant Industry Certifications and Knowledge: ITIL, CompTIA A+, Network+

** RL Canning is an Equal Opportunity Employer. All applicants will be afforded equal opportunity without discrimination because of race, color, religion, sex, marital status, national origin or ancestry, age, physical or mental handicap unrelated to ability, or an unfavorable discharge from military service.
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