Desktop Support Analyst

TAMPA (TFL) - Commerce

Brief Summary

                            Desktop Support Analyst

Supports return to service activities for the local Tampa customers. Provides consultation with customers on tactical, and at times strategic, availability issues and recommends and/or provides solutions. Works under minimal supervision for intermediate tasks and assignments. Performs moderately complex to complex work assignments and problem resolution.

Job Overview
Desk side Support analyzes, plans, and executes installations, moves, adds, and changes of USAA's desktop computing and
telecommunications equipment. Performs complex hardware, software, and telephone break/fix activities across standard desktop and wireless technologies. Participates in long and short term projects as required to facilitate new technology, infrastructure upgrades, and face-to-face member experiences. Provides inventory management for desktop computing and telecommunications environments. Ensures financial accuracy and compliance with corporate and commercial policies. Manages assets from acquisition to disposal. 

Software Compliance & Hardware Management Support provides support in placing asset orders and asset disposal including
Procurement coordination and contract compliance report. Provides asset and inventory management as prescribed for supported units. Provides audit activity support and tracking to ensure control tests are completed on time. Under minimal supervision, performs simple to complex software compliance and risk analysis for purchased software products for desktop, server, and host platforms including the establishments of enterprise risk mitigation standards, processes, and procedures. Manages more complex compliance processes, establishing and ensuring adherence to risk controls for the Application Owner community. Conducts intermediate to complex software compliance audits and self-assessments to ensure that appropriate risk mitigation processes are in place and effective.

Technical Requirements:   
•	Ability to lift 35 pounds 
•	Excellent customer service and people skills 
•	Ability to work simultaneous tasks 
•	Technical knowledge and understanding of PC hardware  
•	Experience with MS Operating Systems (Windows NT 4.0 & Windows XP)  
•	Experience with MS Office Suite 
•	Excellent Oral and Written communication skills 
•	Ability to meet critical timelines in a rapidly changing environment 
•	Must be willing work flexible hours to include day, night, and weekend
•	XP operating system knowledge that includes the ability to:
o	Mapping network drives
o	Printers
o	File copy functions
o	Manual installation of software applications

Installer / Deinstaller Tasks
•	Remove existing PC  and move to centralized collection point
•	Install PC
•	Start user data and profile restoration process
•	Test desktop and complete the Support Checklist
•	Scan desktop bar codes 
•	Complete installation information sheet
•	Provide floor support 

Floor Support Tasks
•	Verify PC has been installed – including hardware, software, users data, and profiles
•	Address user questions
•	Recognize and repair hardware malfunctions.
•	Capture metrics related to quality of work performed and provide a written report
•	Document lessons learned and provide a written report of same