Estes Forwarding Worldwide

Desktop Support Analyst

Estes Forwarding Worldwide

full-time

Posted on:

Origin:  • 🇺🇸 United States • Virginia

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Job Level

Mid-LevelSenior

Tech Stack

VoIP

About the role

  • Under the direction of IT Management the Desktop Support Analyst is responsible for providing technical hardware and software support for end users from support staff to top executive management.
  • Responsible for the routine maintenance and support of the standard hardware/software technology in use at the company.
  • Work independently on tasks and service requests, but gets active guidance from more senior technical resources within the location team.
  • Assist in technical upgrading and maintaining of entire desktop systems.
  • Install, configure, test, monitor and make minor repairs to personal computer hardware and software systems, and provide technical assistance and training to system users.
  • Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations.
  • Receive and respond to incoming calls, pages, and /or emails regarding desktop problems.
  • Track distribution and disposition of desktop peripheral equipment and software.
  • Support and promote company core values.
  • Comply with Company C-TPAT and TSA security procedures.
  • Must be able to work extended hours, weekends and holidays based upon business need.
  • Perform other duties as assigned.

Requirements

  • Technical aptitude and experience as it relates to PC hardware and LAN technologies.
  • Experience with Microsoft Windows 7 and MS Office are highly desirable.
  • Experience with VOIP (Polycom phones) and iPhones is desirable.
  • Demonstrated track record and eagerness to learn new technology.
  • Demonstrated technical aptitude and knowledge.
  • Demonstrated solid customer service skills.
  • Strong quality focus with good follow-through and accuracy.
  • Demonstrated self-starter and independent worker.
  • Team oriented focus.
  • Attention to detail and organization skills.
  • Solid interpersonal and communications skills.
  • Must be mentally and emotionally capable of handling a high stress environment.
  • Must be eligible to work in the United States.
  • Must possess intermediate proficiency in Microsoft Office, internet, web-based and job specific software applications.
  • Proven competence to communicate clearly and persuasively with all levels of an organization required.
  • Proven ability to handle difficult conversations.
  • Honest, sincere and consistent in communications.
  • A thorough knowledge of Desktop/Laptop hardware and end-user level peripherals a must.
  • Very strong problem solving and analytical skills and should be a methodical and systemic thinker.
  • The ideal candidate will demonstrate a history of proactive orientation towards troubleshooting, problem solving, and quick thinking with a sense of urgency and priority.
  • Attention to detail in composing, typing and proofing materials, establishing priorities and meeting deadlines.
  • Ability to plan, organize and manage multiple projects and set priorities.
  • Ability to solve problems with a variety of concrete variables through semi-standardized solutions that require some ingenuity and analysis.
  • Ability to draw inferences and follow prescribed and detailed procedures to solve moderately complex problems.
  • Periodic travel up to 25% required.
  • At this time, EFW will not sponsor a new applicant for employment authorization for this position.
  • Candidates who receive a job offer will be required to successfully pass a drug screen and a background check.
  • Minimum of at least one acceptable technical certification.
  • Minimum of a Bachelor's degree (or equivalent) in related field plus 3-5 years of related IT experience. However, a combination of experience and/or education will be taken into consideration.