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IT Desktop Analyst L2

IT Desktop Analyst L2

US-CA-San Francisco
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We are looking for an L2 Desktop Analyst, who will be responsible for system installation, configuration, troubleshooting, and management of various Windows 2003/2008/Windows 7 applications and systems. This person will also resolves routine End-User trouble tickets. Here are the general technical Requirements:

  • Extensive knowledge of Microsoft Active Directory, DNS, GPO and TCP/IP.
  • Proficient with Citrix and Citrix Receiver, Virtual Machines and Virtual Desktop environments.
  • Proficient with Microsoft Office products with strong analytical knowledge utilizing Microsoft Excel.
  • Strong knowledge with Cisco VoIP products including Call Manager and Cisco IP Phones.
  • Strong understanding of Microsoft SCCM and software deployments


  • Performs day-to-day services, support and assistance with various enterprise-level Windows 2003/2008/Windows 7 applications and systems.
  • The ability to teach others the technical and functional knowledge and skills needed to achieve results at the optimum level of performance.
  • Assist with project implementation across business unit engagements and exercise sound project implementation practices and support a productive environment through professional and courteous communications with internal and external parties.
  • Provide support to internal teams (DE, EA, NIT, etc.) throughout the design, development, implementation and transition phases of a project.
  • Provides responsive resolution of desktop trouble tickets.
  • Transition Tier 1 task from Site Support to the IT Service Desk. Provide appropriate training to the IT Service Desk as needed.
  • Log onto support phone queues and provide support for Tier 1 and tier 2 calls.
  • Develop processes for escalating appropriate issues and projects to Desktop Engineering team.
  • Assist Desktop Engineering, Enterprise Applications team, and Network Infrastructure team with various tasks and projects that require hands-on assistance and or follow-up.
  • Consults with users and performs technical tasks such as installing, configuring, maintaining, troubleshooting, and repairing of desktop computer hardware and software, network printers and related peripherals according to company standards.
  • Maintain an accurate and consistent equipment inventory database, by generating reports and conducting regular audits.
  • Performs system monitoring, identifies network problems, and communicates recommendations for solutions.
  • Develop and create processes and procedures to improve the efficiency of providing effective end user support. Ensure all processes and procedures are documented in Site Support Handbook.
  • Assists with installation of new PC and LAN hardware and software, space management and utilization, and office expansion as needed.
  • Helps associates by moving computer, monitor, telephones and other desktop equipment as needed; sets up conference rooms for meetings with necessary technology (laptops and projectors)
  • Procure and/or install requested hardware and software in a timely basis. Ensure end users are provided with the appropriate software and hardware to meet their needs as well as comply with IT security guidelines. Re-image workstations as needed.
  • Maintain a secure and safe environment by ensuring all security patches and new anti-virus definition files are deployed to all workstations. Do necessary remediation to the anti-virus software to ensure it is working properly.
  • Ensure all workstations are configured with the latest version of the corporate standard anti-virus and data loss prevention software, are working properly.
  • Familiarize and be ready to follow and perform DR protocols during disaster recover exercises as well real disaster scenarios.
  • Provides off-hours support to Work at Home users, Field Reps, and Offshore contractors on an as needed basis.
  • Assists Desktop Engineering with troubleshooting and resolving infrastructure, server, and application issues.
  • Performs various audits including local admin audit, unauthorized software audit, deletion of terminated users, switch capacity audit, enterprise vault audit, etc.
  • Provides training and assistance to the IT Service Desk.
  • Ensure server room and IDF rooms are clean and orderly.
  • Prepare necessary equipment and files for company town halls. Conduct preliminary tests prior to the event to ensure that everything is in working condition.
  • Perform and assist with end user PC moves.
  • Image and deploy workstations to end users
  • Maintain asset inventory management system up to date.
  • Troubleshoot Citrix related issues
  • Perform root/cause analysis on Severity 1 issues.


  • Strong experience in setup and administration of Microsoft Windows OS (XP, 7, 8) in a corporate environment.
  • Thorough understanding of Active Directory; including replication, GPO, and DNS.
  • Competent understanding of TCP/IP networking for LAN and WAN.
  • Good understanding of Citrix and virtual environments.
  • Proficient knowledge of Office 2003 and Office 2007 functions and operations.
  • Strong diagnostic and problem solving skills.
  • Able to work effectively under deadlines in a fast-paced, changing environment.
  • Exceptional organizational skills and attention to details.
  • Excellent communication, teamwork and customer service skills.

    Experience / Education:

  • Bachelor's degree in Computer Systems, a related field or equivalent education required.
  • 4 or more years of experience working with Windows XP, 7, or 8 workstations including experience with Windows Server 2003/2008 and Exchange 2007.
  • Microsoft Certified Systems Administrator (MCSA) certification or equivalent experience required.

    Physical Demands and Work Environment: Representative of those that must be met by an employee to successfully perform the essential functions of this job. Must be able to operate a PC and sit for extended periods of time. Able to lift and move 20 lbs. Able to crawl under desks and tables to connect lines and cables. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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