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Top 50 Senior Desktop Support Analyst Skills

Below we've compiled a list of the most important skills for a Senior Desktop Support Analyst. We ranked the top skills based on the percentage of Senior Desktop Support Analyst resumes they appeared on. For example, 9.8% of Senior Desktop Support Analyst resumes contained Desktop as a skill. Let's find out what skills a Senior Desktop Support Analyst actually needs in order to be successful in the workplace.

These are the most important skills for a Senior Desktop Support Analyst:

1. Desktop

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high Demand
Here's how Desktop is used in Senior Desktop Support Analyst jobs:
  • Provided desktop and technical support of all computers and peripheral devices, ensuring robust system performance and connectivity.
  • Assist users to install, upgrade, and maintain desktop and portable computer hardware, software, printers, and peripherals.
  • Expedited the creation of the Help Desk desktop knowledge base by gathering critical application support information from individual business lines.
  • Configure, install and troubleshoot computer Kiosk, desktop and laptop workstation hardware and software throughout the hospital.
  • Managed Desktop Services and played an active role in help desk queue / desktop design / build projects.
  • Expanded my role into case triage and workload management for our regional desktop support team using Clarify.
  • Created the disaster recovery desktop images for the Transfer Agency and PNC Managed Investments groups.
  • Managed the delivery of LAN and desktop support for approximately 500 employees at corporate headquarters.
  • Support and troubleshoot Dell and HP desktops and Laptops with hardware and software issues.
  • Performed Level 1 & 2 supports for Windows 2003/XP Active Directory Microsoft /desktops/laptops/printers.
  • Performed desktop, laptop migration from legacy to new legacy using Internet tools.
  • Performed upgrades, installation of software and drivers and essential desktop troubleshooting.
  • Provide Level II & III Desktop support to over 2000 end users.
  • Assisted Service Remote Desktop Support teams for hands and feet coordination efforts.
  • Led multiple projects coordinating desktop moves, upgrades, and changes.
  • Provided hardware support on HP and DELL laptops and Desktop configurations.
  • Provided desktop design solutions from business requirements analysis to solutions delivery and support.
  • Installed and supported Symantec Encryption Desktop on all laptops.
  • Support of remote users via Bomgar and Remote Desktop.
  • Provided remote support using a combination of Remote Desktop, VNC, Lotus Sametime client, Remote Assistance and Dameware.

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2. Hardware Issues

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high Demand
Here's how Hardware Issues is used in Senior Desktop Support Analyst jobs:
  • Interact with client vendors and support technicians when working with third party software/hardware issues.
  • Provided desk-side support to VIP executive users in various software and hardware issues.
  • Provided technical analysis to assist corporate office users and call center agents on applications software and hardware issues.
  • Provided second level deskside support for all PC and printer hardware issues.

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3. Laptops

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high Demand
Here's how Laptops is used in Senior Desktop Support Analyst jobs:
  • Advanced troubleshooting/support for desktops and laptops as well as computer peripherals.
  • Deployed workstations and laptops using automated image process.
  • Included 90 offices located throughout North America, Europe, Japan, Asia and India and involved over 9000 laptops.
  • Execute general break\fix solutions in Win2000 environment for workstations, laptops, printers, scanners, PalmPilots and BlackBerrys.
  • Install, configure & maintain desktops, laptops and peripherals at TxDPS headquarters for Windows migration project.
  • Created and updated corporate images for Dell and Compaq desktops, IBM and Dell laptops.
  • Use SCCM to push applications and deploy future images to laptops and Desktops.
  • Assemble and configure servers, Workstations and Laptops, Backup critical data.
  • Team lead on a project to upgrade all laptops to office 2010..
  • Installed and repaired workstations, laptops, PDA's and peripherals.
  • Performed diagnostics and repairs on workstations, laptops, and printers.
  • Re-imaged Dell Laptops and Desktops using Ghost and Power Quest.
  • Configure and troubleshoots desktop systems, laptops, and workstations.
  • Collaborated with DELL and HP onsite support concerning break fix request for high end desktops, laptops, printers and plotters.
  • Configured laptops for remote access via AT&T Global Dialer and RSA Secure Remote software.
  • Replaced, upgraded, exchanged, repaired hardware to pc's, laptops, and printers.
  • Configured desktops and laptops for remote sites and provided support for Citrix Applications.
  • Provided support, deployed, and repaired IBM Lenovo laptops.
  • Provided Executive and Standard level DESKTOP support on LAPTOPS, DESKTOPS, PDAs and PRINTERS in a Windows NT network environment.
  • Downloaded corporate image on to Lenovo laptops and desktops then customized it per specifications (i.e.

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4. Windows XP

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high Demand
Here's how Windows XP is used in Senior Desktop Support Analyst jobs:
  • Coordinated project to upgrade company PC's from Windows XP to Windows 7, including testing, imaging and desktop deployment.
  • Build, configure and install Windows NT, Windows 2000 and Windows XP workstations and laptops for the LAN and VPN.
  • Solve problems on Windows XP and Vista as well as HP, Xerox printer platforms with equal proficiency.
  • Project managed an upgrade of 40+ Windows XP centered medical device to the vendor recommend OS.
  • Participated in planning and migration of users from Windows NT to Windows XP Professional.
  • Tested, configured and troubleshooted new and proprietary applications in Windows XP & 2000.
  • Support end users using Windows XP Remote Assistance and/or Remote Desktop Connection.
  • Re-imaged Windows 2000 desktops and laptops with Windows XP for deployment.
  • Provide support for 3000 users on Windows XP desktop environment.
  • Migrated 300 NT 4.0 workstations to Windows XP.
  • Support for Windows XP and Windows 2K.
  • Provided support for 1250 Windows XP, 2000, NT 4.0, local and 500 remote (Laptop) users.
  • Performed desktop setup with applicable software (HP desktops/Windows XP, Microsoft Office applications, and proprieatary software).
  • Led migration of 1,000 users in from Windows 2000 to Windows XP, with Altiris Deployment Server.
  • Deployed and managed Microsoft Windows XP Professional and Windows 7 64-bit computer images through Altiris Deployment Solution.
  • Participated in projects of Windows XP to Windows 7 migration, Avaya to Cisco IP Phone migration.
  • Upgrade user desktop to Windows XP and migrate to Active Directory form a Domain environment.
  • Created standard Windows XP images for all computers using Altiris and Ghost.
  • Implemented and developed Windows 2000 and Windows XP rollouts.
  • Support Windows XP Windows 7, Linux and Unix Platforms, Lotus Notes 6.5, Citrix, Nortel and Cisco VPN.

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5. Active Directory

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high Demand
Here's how Active Directory is used in Senior Desktop Support Analyst jobs:
  • Utilized Active Directory to delegate administrative rights within various Organization Units.
  • Managed multiple servers including Active Directory, Open Directory, DNS/DHCP, file/print, licensing, and Linux-based PostGRE database systems.
  • Used Active Directory Adding users, password resets, and unlocking accounts Adding Group policy's Extensive blackberry support.
  • Created/maintained users Active Directory accounts and permissions (groups), also setup and configured their Exchange accounts.
  • Included password management, domain object control, added and modified objects/accounts in an Active Directory environment.
  • Manage group policy updates & troubleshooting of user & computer objects within the Active Directory forest.
  • Managed end -user workstation through Active Directory/Exchange 2008 and software installation group policies via SCCM utility.
  • Create new employee accounts, reset passwords via active directory on MS 2003 server.
  • Developed and administered group policies on an Active Directory domain housing 2,500 users.
  • Used Active Directory to provide password resets and lockouts for end users.
  • Utilize Active Directory for account administration, privilege, and modify groups.
  • Reset client's password and unlock LAN accounts in Active Directory.
  • Aided in Blackberry, Exchange, Active Directory and server administration.
  • Modified computer and user objects in Active Directory.
  • Assisted in Active Directory 2003 upgrade of LAN.
  • Advanced knowledge on Active Directory and Exchange.
  • Supported: Active Directory Users and Computers.
  • Managed Active Directory User/MS Exchange 2010 administration.
  • Created and terminated accounts in Active Directory, Exchange, and Lync.
  • Created printer objects in NetIQ DRA Active directory password reset Creating users folders

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6. PCS

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high Demand
Here's how PCS is used in Senior Desktop Support Analyst jobs:
  • Maintained and deployed Ghost Images, PowerQuest Drive Image and ImageCast IC3 for Windows NT4.0, 98 and 95 PCs.
  • Provided configuration and troubleshooting for PCs with Remote Access through Dial-up, CompuServe PAL and VPN through DSL/Cable/Wireless setups.
  • Perform hardware and software maintenance for the company PCs and Laptop on a regular basis.
  • Diagnose and resolved problems involving PCs, printers, PDF devices, and software.
  • Install all software on new PCs and maintain the active directory.
  • Migrated PCs in place from old domain to new.
  • Created Computer Inventory of all PCs within the company.
  • Image PCs, laptops with MDT via PXE.
  • Diagnose end-user system hardware failures and implement repair solutions with Lenovo PCs and Laptops.
  • Created BartPE bootable CD and USB flash drive for Ghost imaging and troubleshooting PCs.
  • Provided technical support in high volume of (2500+) pcs, monitors, printers, various software pkgs.
  • Help setup and build PCs and establish proper network configuration via router for wifi and VLAN Connection.

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7. Network Printers

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high Demand
Here's how Network Printers is used in Senior Desktop Support Analyst jobs:
  • Configure, setup, and support of network printers on the DHCP & Print servers.
  • Support and administer the Print server including adding network printers and managing Queues.
  • Provide support for network printers and plotters (All HP products).
  • Installed, configured and administered local and network printers and scanners.
  • Installed, configured and troubleshot local and network printers.
  • Mapped network printers and share drives upon request.
  • Set up and configured a variety of PDAs, both Serial and USB, and supported and troubleshot network printers.
  • Installed V-LAN for new IP addresses in each department Diagnosed and repaired problem network printers etc.
  • Support local and network printers such as: HP, Canon, Dell and Ricoh.
  • Install Laserjet network printers then configuring them for the correct VLAN.

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8. Technical Support

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high Demand
Here's how Technical Support is used in Senior Desktop Support Analyst jobs:
  • Provide development, technical support and advanced training for desktop applications, specifically Access databases and advanced Excel spreadsheets.
  • Provide technical support and services while conducting exhaustive inventory of all computer and network equipment.
  • Provided technical support to divisions nationwide.
  • Provide Second-level technical support for Lockheed Martin IT infrastructure supporting MFC employees throughout the U.S. and overseas.
  • Provided training and technical support to peers on various calls requiring multiple levels of knowledge and experience.
  • Provide technical support for clients for issues related to network connectivity, software support and hardware.
  • Provided the highest level of technical support for both hardware and software on all Windows platforms.
  • Provide 1st and 2nd level technical support for 800+ users in a global Windows network environment.
  • Provide desktop technical support in response to IT Service Management (ITSM) support requests.
  • Maintained outstanding record of technical support service by resolving 95% of all trouble tickets.
  • Provided technical support for over 1,200 users via Remedy systems at Warner Home Video.
  • Provide initial, consolidated, point of contact for technical support to employees.
  • Respond to telephone calls, email and personnel requests for technical support.
  • Recognized as the Subject Matter Expert of multiple technical support operations.
  • Full Service remote technical support for hardware, software issue remediation.
  • Provide HW/SW technical support to desktop and laptop user community.
  • Provide technical support for remote users.
  • Provided high level of professional and competent technical support for Desktop and Server installations, Utilizing Seagate win installer.
  • Managed work of technical support team in a large 2500+ end users multi-platform environment.
  • Provided technical support for 350 clients at MSHA Headquarters located in Rosslyn VA.

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9. VPN

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high Demand
Here's how VPN is used in Senior Desktop Support Analyst jobs:
  • Administered and supported Cisco VPN infrastructure.
  • Resolve day-to-day issues consisting of certificate updates or proxy and firewall blocks, and assign RSA VPN for token users.
  • Provided user support to ensure LAN/WAN connectivity across the domain network either locally or through VPN
  • Worked with approved Windows XP client machines to implement wireless technology and configure VPN.
  • Supported VPN users from remote and I also supported users overseas when traveling.
  • Configure and troubleshoot remote network access such as Cisco VPN Client.
  • Support 2000+ VPN field users and help install VPN software.
  • Requested access and supported RSA SecurID Token VPN connections.
  • Support VPN client that is used by remote user.
  • Assign or reset soft VPN tokens to users.
  • Supported AT&T, Sprint, and CISCO VPN Client for 3,500 users worldwide.
  • Experience working with connectivity and application troubleshooting in a Citrix and VPN environment.
  • Monitored performance of application servers Citrix, VPN, PKI systems reported status and made recommendations to management for corrective action.
  • Managed and supported issues related to Blackberry/RIM, Palm and Citrix / VPN connectivity plus configured Microsoft Servers 2003 Services.
  • Installed and configured VPN servers for end users to connect remotely to the workplace, and multi-site VPN connectivity.
  • Installed, configured and tested Nortel, Cisco VPN client for S&S remote and VPN users.
  • Monitored performance of application servers Citrix, VPN, PKI & Web Servers.
  • Supported off site remote access, Citrix and VPN issues.
  • Supported Nortel VPN, iPass, and Enterprise remote access for external dial up access.
  • Supported VPN connectivity issues with Nortel Contivity VPN Client.

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10. Troubleshoot

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high Demand
Here's how Troubleshoot is used in Senior Desktop Support Analyst jobs:
  • Developed and implemented desktop computing and networking standards and procedures to simplify network environment and troubleshooting.
  • Configure and troubleshoot various computer platforms and operating systems.
  • Network node troubleshooting and problem resolution.
  • Perform troubleshooting and documented results.
  • Utilize problem-solving skills to troubleshoot, determine the nature of the problem, and take corrective actions as necessary.
  • Used internal ticketing system (INFOMAN and the Network Services Request system) for troubleshooting tickets.
  • Maintained networked HP printers and peripherals needed by end users (setup and troubleshooting).
  • Log and track all troubleshooting, repairs and resolutions in the Remedy Action Request System.
  • Assisted vendors, customers and employees to troubleshoot network connectivity, hardware and software issues.
  • Provided high level hardware, software, and troubleshooting support for Executive and Staff.
  • Monitored ITSM ticketing system for troubleshooting enterprise hardware, applications and network issues.
  • Performed advanced troubleshooting and resolution of desktop, server, and application issues.
  • Configured, maintained and troubleshooted PC Hardware / Software resources.
  • Worked effectively with vendors to troubleshoot software issues.
  • Strengthened system operability by performing software installations, data configurations, system upgrades, preventive maintenance, and troubleshooting.
  • support for general users & software developers in testing, deploying applications, troubleshooting of medical database applications.
  • Provide on/offsite troubleshoot and repair complex problems with end user workstations hardware and software tier levels II and II technical support.
  • Installed, maintained, and troubleshoot HP and Lexmark Printers (both network and stand-alone).
  • Support and troubleshoot Citrix web access.
  • Use IBM Tivoli Endpoint Endpoint Manager, GotToAssist, Netmeeting, and MS Communicator for remote support to troubleshoot remote users.

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11. Customer Service

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high Demand
Here's how Customer Service is used in Senior Desktop Support Analyst jobs:
  • Provided Customer Service support for local and worldwide users on customize applications.
  • Maintained support for customers in quality customer service manner.
  • Set up documentation and implemented new customer service standards.
  • Received multiple accommodations from the business units as it related to my customer service and technical support abilities.
  • Provided direct level support to 300 end users in busy customer service center.
  • Help Desk customer service supporting users over the phone for 4 months.
  • Resolve End User issues using superior customer service and communication skills.
  • Provided exceptional customer service to all end users.
  • Demonstrated, strong commitment to customer service.

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12. Setup

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high Demand
Here's how Setup is used in Senior Desktop Support Analyst jobs:
  • Assisted server support on remote application distribution; performed network account setup & administration.
  • Assisted in the installation and updating of software, as well as the setup and troubleshooting of all equipment.
  • Assisted in moving, installing, and setup of Quantum Backup Tape Drive on file server.
  • Ordered, installed, relocate and setup, spare or new equipment i.e.
  • Configured and setup desktops, laptops, Blackberry's for new hires.
  • Provided Video Conference support and setup using WebEx in corporate conference rooms.
  • Install new systems, setup user profiles and added to domain.
  • Installed and setup HP LaseJet and Xerox network and personal printers.
  • Configured and setup new systems that are purchased by each department.
  • Maintained BES server and setup users with RIM devices.
  • Worked with and setup of Windows 2000 Active Directory.
  • Install new printers and setup new IP addresses.
  • Managed migrations, upgrades, and computer setups.
  • Configure and setup routers and switches.
  • Network setup and configuration OPP Inc. Small Fleet services company setup server and instruct client personnel in usage
  • Assist with the setup and configuration of Xen desktop virtual environment within the enterprise on workstations.
  • Configure, setup, and support of various Healthcare network devices and peripherals.
  • Share Access, Backup, Add/Remove LAN id and setup printer etc.)
  • Create system data backups via commvault AV setup and maintenance.

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13. User Accounts

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high Demand
Here's how User Accounts is used in Senior Desktop Support Analyst jobs:
  • Administered user accounts within the enterprise active directory.
  • Performed Win 2003 server Backup/Restore and user accounts maintenance
  • Managed user accounts in active directory.
  • Utilized Active Directory to implement and manage Group Policy rights assigning computer accounts or user accounts to the newly created GPO.
  • Configured user accounts on MS Exchange and NW Administrator and managed file and directory access in AD.
  • Managed special projects such as the implementation of Active Directory and creating user accounts.
  • Reset passwords and user accounts, and changes, moves, configurations in Active Directory
  • Create, maintain, and remove user accounts for internal and 3rd party systems.
  • Established and maintained user accounts, profiles and file sharing and access privileges.
  • Reset passwords and create/delete or modify Windows user accounts in Active Directory.
  • Unlocked user accounts and reset passwords through Microsoft Business Active Directory.
  • Manage user accounts through Active Directory and Console One.
  • Maintained and updated user accounts in the Active Directory.
  • Reset Sap passwords and unlock user accounts.
  • Managed BES Server, RSA VPN Accounts, Active Directory User Accounts, and Exchange Server 2007.

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14. Citrix

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high Demand
Here's how Citrix is used in Senior Desktop Support Analyst jobs:
  • Utilized and supported Citrix environments.
  • Install and troubleshooting of Citrix thin client hardware and software for hospital medical records system (EPIC) EMR system.
  • Installed and supported Citrix Neighborhood for a group of 250-300 users locally and remotely.
  • Administered 700 clients accounts with Citrix password manager.
  • Supported Peregrine, MS Office 2003, 2007, Citrix and much more.
  • Configure and troubleshoot Citrix clients and pointing them to their assigned server on the Citrix farm.
  • Supported over 700 clients with Citrix metaframe remotely for 8 years.
  • Delivered AD, VMWare, Citrix, implementation.
  • Support of Citrix and Various Citrix based applications.
  • Support Citrix remote users, Citrix Xendesktop creation and support.

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15. Email

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average Demand
Here's how Email is used in Senior Desktop Support Analyst jobs:
  • Provided phone, email and direct contact for local desktop and remote server support for the company's employees and customers.
  • Provided phone, email and web chat support for any problems and service requests related to Farmers Insurance agency.
  • Supported and responded to telephone calls and emails requests in a courteous and professional manner.
  • Provide remote and phone support as well as email support to associates as needed.
  • Configure settings user accounts (Active Directory) and email accounts in Exchange 2003.
  • Help Desk Lead- Service support requests via help desk application, email and phone.
  • Build mail servers with performance hardware to handle 200+ email accounts on MS-Exchange.
  • Provided end-users support on Windows 2000/NT, Outlook for email and standard applications.
  • Provided email and remote desktop service to internal and contracted user groups.
  • Created, manage and administrate email distribution list with Active Directory.
  • Support 2000 traders nationwide remotely, via phone/email and on-site.
  • Ensured customer satisfaction by responding to calls and/or voicemails in a timely and professional manner.
  • Experience supporting telephony and voicemail services.
  • Train users on effectively accessing all internal systems, emails and specialized software ie.
  • Respond to trouble tickets via phone and email in a timely manner.
  • Provide support/maintain voicemail/VoIP systems, fax, audio and visual equipment.
  • Support E-mail, Voicemail, Printers and Telephone Systems.
  • Transition users from Microsoft Outlook to Cloud Base Google Email Day to Day Maintenance of a Windows 2000/2003/2008 AD Infrastructure.
  • Provided support to Simon & Schuster end users via Email, Phone and Tickets in a timely manner.
  • Exchange email support Gained my ITIL v3 Foundations certification Supporting Executive staff on site.

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16. Remote Access

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average Demand
Here's how Remote Access is used in Senior Desktop Support Analyst jobs:
  • Support remote access either by wireless or VPN Access to the network for users, client's consultant and vendors.
  • Oversee all hardware and software related issues, building home laptops and desktops to enable company administrators remote access.
  • Deployed initial Specialist firm BCP/DR system infrastructure including setup and user training of remote access system.
  • Assisted in setting up all remote access permissions for those who traveled using laptops.
  • Provide Tier 2 phone support for network and remote access support to approx.
  • Provided remote access support for secure encryption and ISP / Dial-Up users.
  • Configured IBM laptops T440's for wireless and remote access.
  • Lead Analyst for RSA security token remote access project.
  • Provide Remote Access via Cisco AnyConnect VPN Client.
  • Provided remote access for traveling users.
  • Configure remote access Worked on multiple high level projects in the company

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17. OS

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average Demand
Here's how OS is used in Senior Desktop Support Analyst jobs:
  • Monitor secure access/security protocol compliance and identifying possible areas of security compromise, reporting such to Security Standards Team.
  • Provided end users with software support for Microsoft Windows and Office products both at the Tucker facility and in the field.
  • Managed refresh team, developed process from acquisition, schedule, deployment and disposal of assets.
  • Managed over 5000 asset refreshes per year at multiple sites across the US and Canada.
  • Compose equipment orders for the project based on assessments of the various business group needs.
  • Diagnose and repair hardware and software issues, Printers and replace defective components using Ticket system
  • Assisted in various management input groups for future release versions of pallet processing software iSUM2OSS.
  • Support of Doctors, Nurses, and staff at both the University and Hospital.
  • Coordinate software installs, data backup & recovery, OS and hardware upgrades.
  • Manage, coordinate and test application integration with other hospital systems.
  • Installed and worked with Microsoft Hyper-V manager for Workstation Image Creation
  • Maintain composure and patience in face of difficult customer situations.
  • Account creation on Microsoft Office 365, on domain environment.
  • Acted as Lead Technical Liaison for the Boston Campus.
  • Provided OS, Apps, and HW to meet needs.
  • Schedule disposals for the de-installed equipment after ensuring that procedures for data removal were followed.
  • Serviced a multi-facility area comprising 4 hospitals and numerous off-site offices and physician offices.
  • Provided support for all remote users in the Valley Forge cost center (approximately 100 full time remote users).
  • Inventory management, including purchase, part ordering, asset tracking database (Tivoli TMR) and asset disposal.
  • Provide remote support to Synoptek clients during those times when employee is not physically onsite at a client.

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18. Helpdesk

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average Demand
Here's how Helpdesk is used in Senior Desktop Support Analyst jobs:
  • Develop and implement tools used in HelpDesk to ensure SLA achievement.
  • Help Me Print was quickly adopted by end-users and vastly decreased Helpdesk support calls enabling the end-user to be more self-sufficient.
  • Audit, monitor, and evaluate closed helpdesk incident reports to ensure that quality assurance guidelines are met.
  • Provided second and third tier technical support to end users via Helpdesk/HP Service Center ticketing system.
  • Provided 24/7 on-call support to off-hours Level 1 Helpdesk on rotating basis for one week.
  • Work hands-on with end users on call center helpdesk escalations within a corporate environment.
  • Created and maintained documentation of self-support articles for helpdesk Spice works knowledge base.
  • Assigned and monitor tickets and incidents via Service Center though Remedy Helpdesk System.
  • Answered Helpdesk phones when necessary and resolved issues over the phone whenever possible.
  • Managed all aspects of the Mortgage Services Helpdesk.
  • Worked with Helpdesk group to resolve support issues.
  • Assisted and supported helpdesk and field-technician as needed.
  • Tracked helpdesk calls and solutions using Remedy.
  • Trained new helpdesk support staff.
  • Provided 2nd/3rd level technical Support on Windows XP to 600+ users Responded, Documented and tracked helpdesk calls, email requests.
  • Led IT support incidents, escalation, and manage communication and prioritization of issues for the helpdesk and desktop support team.
  • Oversee the Regional Helpdesk which involves hands-on and remote client support, hardware break-fix/equipment maintenance and reporting incident metric statistics.
  • Open and Resolve helpdesk tickets in a timely manner using Peregrine call tracking system.
  • Collaborate with Telecommunications, Assets, Helpdesk and Network Teams.
  • Network and IP Troubleshooting Managed one Helpdesk person.

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19. Symantec

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average Demand
Here's how Symantec is used in Senior Desktop Support Analyst jobs:
  • Configure and deploy new desktop/laptop computer equipment using Symantec Ghost to approximately 1,500 local end-users.
  • Replaced workstations by installing Symantec Ghost created images.
  • Configure, administer, and enable Bit Locker disk encryption, Symantec Endpoint Protection update, USMT data backups for laptop/desktop.
  • Perform backup and restores using Symantec Backup Exec & or Arc Serve.
  • Created based Image using Symantec Ghost for Laptops and Desktops.
  • Updated and deployed desktop images using Symantec Ghost Server.
  • Imaged hard drives using Symantec Ghost and Drive mapping.
  • Used Symantec Ghost to create images.
  • Performed imaging with Symantec Ghost.
  • Deploy daily windows updates and confirm that antivirus clients have the latest virus definitions on Symantec's enterprise anti- virus server.

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20. Sccm

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average Demand
Here's how Sccm is used in Senior Desktop Support Analyst jobs:
  • Manage, verify and repair application failures using SCCM Client Center to resolve and ensure applications are installed properly.
  • Maintained several SQL Server 2008 R2 databases and used IIS for SCCM reports.
  • Pushed WSUS updates to servers and client computers through SCCM 2007/2012.
  • Monitor physical hardware Assets and IP addresses via SCCM.
  • Manage inventory and upgrade schedules via Casper and SCCM.
  • level 3 Infrastructure support and backup, Windows Server and Sccm admin.

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21. Lotus Notes

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Here's how Lotus Notes is used in Senior Desktop Support Analyst jobs:
  • Supported MS Office, MS Visual Basic, Crystal Reports, Lotus Notes with Blackberry client installs and IBM Client Access.
  • Supported end-users in Windows7, Vista, W2K, XP, Office Suit, Lotus Notes and Outlook.
  • Maintained Lotus Notes and IIS Servers for corporate Intranet site and client facing needs.
  • Provide 2nd Level technical support for Lotus Notes versions 5-7x.
  • Migrated legacy CC-Mail system into Lotus Notes mail accounts.
  • Provided Lotus Notes and Domino support for all sites.
  • Provide Email Lotus Notes 8.5.x software install and support.
  • Install and configure Lotus Notes 4.61, Lotus Notes 5.0 and Notes 6.54.
  • Created strategy to upgrade and directly performed activities for 28 users to newest version of Lotus Notes.
  • Activate, troubleshoot, Configure and Synch Blackberry with Domino Server and Lotus Notes.
  • Monitor a ticket queue within Lotus Notes and resolve issues in a timely manner.
  • Hold training classes for MBUSA users on "PC Support" & "Lotus Notes" operations.

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22. LAN

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average Demand
Here's how LAN is used in Senior Desktop Support Analyst jobs:
  • Demonstrated exceptional project management skills in planning, coordinating, and overseeing compliance with applicable governmental regulations, policies and procedures.
  • Collaborate with LAN/WAN technicians/network administrators to ensure efficient operation of the company's desktop computing environment.
  • Experience with WAN-LAN topology though satellite and terrestrial connectivity.
  • Coordinated data security and disaster recovery plans.
  • Participate in accreditation planning and compliance.
  • Provided primary support to users during business continuity planning and testing with respect to Y2K and later post 9-11 disaster recovery.
  • Demonstrated strong planning, communication and negotiation skills in dealing with business line liaisons, senior management and external vendors.
  • Manage Project Work: Ensures deadlines are met by facilitating resource planning, organizing, and prioritizing.
  • Coordinated training, communication, planning of projects involving users, vendors, and development teams.
  • Covered remote sites providing solutions for specific branch needs and balancing corporate standards within budget.
  • Develop project plans and tasks to outline remote application installation, configuration, etc.
  • Assist in developing long-term strategies and capacity planning for meeting future desktop hardware needs.
  • Created and delivered presentations on project plans, progress, and change requests.
  • Analyzed and developed plan, budget and schedule of all refreshes.
  • Reconciled Mobile/Data plan for all business units to reduce cost.
  • Managed a three-technician crew to execute the upgrade plan.
  • Performed UX/LAN backup/restore using the grandfather-father-son generation method on multiple data cartridges stored both in-house and offsite.
  • Performed LAN Administration tasks including account and group creation, application objects, policies, and login scripts using NWAdmin32 utility.
  • Created work schedule processes in order to accomplish an orderly and balanced project workflow.
  • create user ID/password, grant/revoke LAN rights/privileges, etc.)

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23. Asset Management

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average Demand
Here's how Asset Management is used in Senior Desktop Support Analyst jobs:
  • Maintained Asset Management inventory on all excess desktop and laptop computers.
  • Maintained asset management inventory of desktop, laptops and peripherals.
  • Record detailed documentation for each ticket, asset management.
  • Used JIRA/Dell KACE Ticketing systems to track and escalate open technical issues in the agency and for Asset Management tracking.
  • Migrate & image desktops/laptops, procurement & asset management of all HW & SW deployments.
  • Used SCCM 2012 Deployment Console for deploying Windows 7 Enterprise, Asset Management.
  • Worked with Asset Management to verify the accuracy of systems database.
  • Use of Service Now for ticketing system and asset management.
  • Work closely with help desk, business partners and workflow to update customer information and asset management in Remedy.
  • Use Altiris for asset management in tracking machine location and ownership.

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24. Tcp/Ip

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Here's how Tcp/Ip is used in Senior Desktop Support Analyst jobs:
  • Corrected basic Networking, TCP/IP, DHCP, Cisco VPN, and WiFi Issues.
  • Install, configure, and troubleshoot TCP/IP, Net BEUI and other LAN problems.

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25. Mac

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average Demand
Here's how Mac is used in Senior Desktop Support Analyst jobs:
  • Ensured appropriate coverage providing that all Division Based Servers, PC / MAC Workstations and peripherals were kept fully operational.
  • Supported all departments at Disney Interactive campus, evaluating, purchasing, deploying and standardizing Mac and Windows desktop systems.
  • Utilized Ghost to deploy builds/images and to back up hard drives of old machines to the network.
  • Support of company's domain migration, ensuring machines we're successfully moved to proper OU.
  • Helped purchase new Intel Dual-Core with OS X and installed Windows XP with their MAC environments.
  • Provided resolutions for desktop applications including Operating Systems for PC, MAC, and UNIX environments.
  • Create new and Update existing OSX Images for all Mac's deployed in environment.
  • Lead and implemented data destruction project for 500+ retired machines via Active Kill disk.
  • Provided technical support for more than 1800+ users in Mac and Windows environment.
  • Supported 160 clients in Windows platform, Macintosh, and UNIX environments.
  • Deploy Virtual Machines and use Clones, Snapshots, and templates.
  • Provide cross platform training for Mac users switching to PC.
  • Ghost machines for new users and set up profiles.
  • Provided first line support for fax machines.
  • Deployed Pest Patrol to 1500 machines.
  • Created and managed virtual machines.
  • Image and Reimage Windows machines with ExxonMobil's Windows 7 and Windows 8.1 images.
  • Assist in the implementation of Bitlocker Encryption across support area of 1000 + machines
  • Performed hardware builds and repairs on Dell Optiplex, Precision, and Latitude machines; troubleshot HP Laserjet printers.
  • Refreshed/reinstalled old MACs with OS X and new MAC Pro with Leopard and Windows XP Pro with dual boot.

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26. Software Applications

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Here's how Software Applications is used in Senior Desktop Support Analyst jobs:
  • Trained junior technicians on software applications and various hardware devices before or after installation.
  • Facilitated scheduling and deployment of assigned Line of Business software applications to end-users.
  • Supported 30 different software applications.
  • Lead and conducted UAT (User Acceptance Testing) and pilot sessions of Line of Business software applications.
  • Created detailed procedures and documentation for use with new software applications & hardware.
  • Installed, configured and tested a variety of software applications for system upgrades.
  • Support blackberry issue and a variety of software applications.
  • Trained employees on software applications and various hardware devices.

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27. SLA

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Here's how SLA is used in Senior Desktop Support Analyst jobs:
  • Provide Service Delivery Coordinator with required call closure documentation and necessary SLA reporting.
  • Manage the calls within the team and personal queue to ensure that Service Level Agreement (SLA) targets are met.
  • Worked on the creation of company wide creation and presentation of SLA's for each individual business line.
  • Managed the support desk's SLA's, creation to resolution time, and ticket task priority.
  • Minimized end user downtime by performing computer swaps within an hour as per our established SLA.
  • Root cause analysis and call remediation within agreed SLA at 99% hit rate.
  • Adhered to ticket response and resolution SLA's as agreed upon with the customer.
  • Assist in maintaining Service Level Agreement (SLA) parameter per client contract.
  • Prioritized and resolved an average of 200 tickets monthly within SLA requirements.
  • Responded to problem/service requests on production systems within guidelines determined by SLAs.
  • Ensured responsible area meets agreed SLAs in the Heat.
  • Posted highest percentages for SLAs in Southeast.

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28. Android

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average Demand
Here's how Android is used in Senior Desktop Support Analyst jobs:
  • Install, configure and provide training for clients on Apple and Android mobile devices.
  • Experience with supporting multiple platforms of mobile devices: Blackberry; Android and iPhone/iPad.
  • Process terminations Support for mobile devices: Blackberry, iPhone, Android and Windows mobile devices.
  • Support hand held devices such as iPad, iPhone, Android, and HP touchpad.
  • Synchronized iPhones and Android-based devices to receive emails and calendar entries.
  • Supported Exchange ActiveSync on iOS and Android devices.
  • Provide end users hardware and software support for all mobile devices including iPhones, iPads, Androids, Blackberry and/or tablets.
  • Configured iPhone, iPad and Android devices for business usage through MAAS360 by Fiberlink and Touchdown by Symantec.
  • Provided IPhone, Android Phone and IPad support.

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29. Suite

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Here's how Suite is used in Senior Desktop Support Analyst jobs:
  • Second level desktop support to MS Windows 95/98/2000 OS, MS Office Suite, associated department applications.
  • Utilize the BMC Remedy IT Service Management Suite to perform incident creation, tracking, and resolution.
  • Configure wireless access on laptops for connectivity Troubleshoot and resolve software issues with MS Office Suite 2003/2007, 2010.
  • Used Symantec Ghost Solution Suite to create hard drive image of workstation & laptop.
  • Supported client's backup and maintenance environments using Symantec Backup Exec Suite.
  • Create and maintain Window's Images using Symantec GHOST Solution Suite.

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30. Service Desk

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low Demand
Here's how Service Desk is used in Senior Desktop Support Analyst jobs:
  • Provide service desk and desktop support services, software installation, maintenance and repairs of desktops, laptops, and peripherals.
  • Provide Technical support for users calling in to the service desk or via email with desktop or MAC related issues.
  • Team member in the implementation of Help Desk ticketing and hardware tracking asset application (Service Desk).
  • Identified, diagnosed, resolved 312 tickets over 6-month period utilizing CA Service Desk Manager ticketing system.
  • Experienced with service desk tools systems (Service NOW), including creation and response to tickets.
  • Managed and implemented the deployment of Equity Trading service desk and Investment Banking divisions.
  • Tracked calls with Ticket generated program using HP Open View service desk 4.5.
  • Open, close, assign, resolve trouble tickets using CA service desk.
  • Routed & assigned tickets in the BMC - Service Desk Express ticketing system.
  • Point of contact for the Service Desk analysts when they need assistance.
  • Used ITIL Service Desk to open, closed and update Tickets.
  • Log all help desk interactions in Service Desk software system.
  • Create and maintain service desk images with proper software and updates.Professional Experience Continued

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31. Level Support

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Here's how Level Support is used in Senior Desktop Support Analyst jobs:
  • Worked with 3rd level support group to assist with application design/development/upgrade testing and implementation.
  • Mentor first level support representatives on technical knowledge and troubleshooting theory.
  • Provided second level support for applications, hardware, and server account issues for local and remote sites and users.
  • Provided day to day 2nd level support to end users, acted as escalation resource for priority issues.
  • Provided 2nd level support for wide area customer base on PC, network and local printer issues.
  • Provided second level support to Technical Support Center through Alliance and Remedy ticketing system.
  • Deliver and Install Consumables for printers and provide second-level support to on-site printers.
  • Provide Tier III level support to SQL Server maintenance and Apply security updates.
  • Provided third level support and mentoring to other desktop support analysts.
  • Provided first and second level support for 3000+ users.
  • Second and third level support for all international associates.
  • Provided executive level support, including personal Apple products Provided Blackberry phone support for executives and managers.
  • Provided leadership to 1st and 2nd level support teams.
  • Second Level support for onsite and remote users.
  • Assist with third level support issues (e.g.
  • Provided second level support for applications (ie.

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32. Internet

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low Demand
Here's how Internet is used in Senior Desktop Support Analyst jobs:
  • Worked with multiple vendors on implementing Internet based applications replacing current dial-up applications resulting in greater flexibility and cost reductions.
  • Network Connectivity, TCP/IP configuration, upgrades, MS Office products and Internet connectivity.
  • Resolved problems for clients on LAN/WAN and Internet connectivity issues.
  • Provided lead support for the XPSP3, MS Office 2007, and MS Internet Explorer 7 upgrade project.
  • Provided application support for Microsoft Office 2003 - 2007, Adobe Photoshop/ Illustrator/InDesign and Bridge, Internet Explorer/Safari/Firefox.
  • Provided remote access to data, via: Servers, Dialup, Internet and E-mail.
  • Assist in networking set-up on Novell, Citrix, Active Directory (NT), and Internet environments.
  • Supported 160+ personal computers in various configurations such as Internet Caf and Presentation.

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33. Voip

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low Demand
Here's how Voip is used in Senior Desktop Support Analyst jobs:
  • Utilized SCCM for software deployment, and CUCM for telephony system and VOIP.
  • Worked on activating/Administration &Maintaining Data Ports in a VOIP Environment.

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34. Trouble Tickets

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Here's how Trouble Tickets is used in Senior Desktop Support Analyst jobs:
  • Utilize ticket system Remedy to request, track, log, and resolve trouble tickets.
  • Reduced daily trouble tickets from 6 to 1, meeting all completion time goals.
  • Resolve approximately 15 to 20 trouble tickets daily, depending on the workload.
  • Trouble tickets were managed through the use of ConnectWise.
  • Run 15-20 trouble tickets daily using Remedy Tracking System.
  • Research and resolve technical trouble tickets.
  • Addressed trouble tickets using Track-It!
  • Provided Level 1 and Level 2 support, Assessed and routed trouble tickets through call center.
  • Respond to users service requests and expediently resolve trouble tickets to maximize system uptime.

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35. Application Support

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low Demand
Here's how Application Support is used in Senior Desktop Support Analyst jobs:
  • Document installation, configuration and troubleshooting procedures for hardware and application support.
  • Provided cross-platform application support for complex distributed software and networking applications.
  • Supported call center initiatives and facilitated network and application support.
  • Worked with other IT departments troubleshooting any problems associated with application support as well as Windows 7 migration.
  • Web based application support and remote access support promoting employee productivity outside of the office.
  • Assisted in application support for a mixed Windows and Macintosh user base.
  • Provide level 2&3 application support for business applications.
  • Support and maintenance of internal systems and application support.

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36. Vmware

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low Demand
Here's how Vmware is used in Senior Desktop Support Analyst jobs:
  • Served as a Q/A tester using VMWare testing on compatible issue with Media applications.
  • Build VMware & Hyper-V images for testing software.
  • Migrate and maintain VMWare Cluster of servers.
  • Use VMware Management ticking system.
  • Supported VMware on Server system comprising of both Windows 2003 and Linux.
  • Imported VMs from live machines using the VMWare standalone converter.
  • Worked with integrated platform such as WSUS Solarwinds and VMWare vSphere for site asset keeping and monitoring Internal and external Databases.

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37. Altiris

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low Demand
Here's how Altiris is used in Senior Desktop Support Analyst jobs:
  • Served as company expert in Altiris Deployment Server for applications deployment, and in WUS for patch management.
  • Leveraged Altiris system to image, monitor, and for deployment of packages.
  • Deployed packages, Patches, windows updates and images using the Altiris Server.
  • Push software via Altiris software agent.
  • Authored large numbers of SQL Reports in Altiris system for Metrics on company assets, inventories and desktop systems behavior.
  • Developed multi-functional MSI application packages for company-wide use, with WinInstall, Altiris, and Wise Package Studio 6.0.
  • Resolve technical issues for remote offices/ traders utilizing Microsoft's RDC and Altiris Carbon Copy for Windows 2000/XP workstations.
  • Assisted with New hire account creation via active directory as well as desktoplaptop imaging via Altiris Deployment Console.

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38. Software Packages

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low Demand
Here's how Software Packages is used in Senior Desktop Support Analyst jobs:
  • Complete testing, evaluation and implementation of new products, software packages, operating systems and facilities to ensure system stability.
  • Managed computer inventory with database software packages to save thousands on depreciation and tax costs monthly.
  • Load appropriate software packages such as operating systems, networking components, and office applications.
  • Assist with creating and customizing software packages using advanced development and coding techniques.
  • Upgrade, customize and troubleshoot new software packages on user's desktops.
  • Install, maintain, and support application software packages.
  • Credited for developing automated process for installing security updates and software packages using Symantec ghost.
  • Performed vulnerability assessment of network Installed software packages remotely for end users across the enterprise.
  • Administered tasks scheduling and distribute deployment on software packages consisting of MSI executables for and patch updates via SCCM, RDS.
  • Created in-house applications software packages, directing their deployment throughout the system.

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39. Bloomberg

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low Demand
Here's how Bloomberg is used in Senior Desktop Support Analyst jobs:
  • Worked supporting trade desk applications: Bloomberg, Reuters Dealing and CQG.
  • Provided Reuters and Bloomberg support to the Private Client Services division.
  • Worked with financial applications from Thomson Financial and Bloomberg.
  • Supported Market Data terminals - Bloomberg workstations.
  • Managed and maintained multiple Disaster Recovery sites Assisted with Bloomberg installs.
  • Installed and configured market data applications including Reuters, Bridgestation, Bloomberg, and FactSet at the client level.

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40. PDA

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low Demand
Here's how PDA is used in Senior Desktop Support Analyst jobs:
  • Configured and updated laptop images with Windows Deployment Services.
  • Collect information needed to resolve customer issues and provide verbal and remote instruction/assistance to customers, including status updates as needed.
  • Use of ticketing system (dB Symphony) to submit and update tickets submitted by users and agents.
  • Install, configure, and upgrade to Microsoft 2010 update and support customized applications.
  • Update all application documentation from XP to Win 7 using ITIL Methodology.
  • Published and updated IT policies, procedures and knowledge-base to company intranet.
  • Participated in month long project updating servers to Windows 2003 R2.
  • Used ticket queue to log service calls and update ticket information.
  • Deployed all security patch updates and MS OS patches when required.
  • Create solutions and scheduled tasks and Application Updates for automated installation.
  • Assigned projects to staff members and provided updates to management.
  • Update departmental SOP's for installs and operational protocols.
  • Review and update Help Desk documentation as assigned.
  • Supported Blackberry and all PDA devices.
  • Managed Group Policies and Server updates.
  • Installed and maintained PDA devices.
  • Created images with Ghost and Sysprep for all systems and updated on a regular schedule.
  • Managed and deployed PC images, software updates and remote installation via Altiris.
  • Install, update, and support software on handhelds.
  • Installed and configured PDAs (Palm Pilots, Compaq iPAQ, HP Jornada), handhelds and Blackberry.

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41. Mcafee

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low Demand
Here's how Mcafee is used in Senior Desktop Support Analyst jobs:
  • Installed, configured (using imaging software), maintained and troubleshot applications and McAfee Support.
  • Maintain McAfee's EPO Server.
  • Managed Antivirus deployments (Avg, Avg Server console, McAfee, MacAfee deployment server).
  • Installed McAfee antivirus onto Desktops and Laptops.
  • Provide support for 4G/WIMAX devices, as well as Apple IPAD s. Provide support for Mcafee Encryption Software on all machines.
  • Supported McAfee and the transition to Sophos Antivirus.
  • Experience with ESET and McAfee antivirus and Malwarebytes anti-malware.

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42. SQL

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Here's how SQL is used in Senior Desktop Support Analyst jobs:
  • Support high availability applications and databases using MSSQL 2005/2008.
  • Designed and implemented SQL databases and interfaced with website.
  • Migrated users from MS Exchange 2007 to MS Exchange 2010 and migrated users from MS SQL 2005 to MS SQL 2012.
  • Configured and tested ADI and sqlnet.
  • Installed various software such as: Microsoft SQL, Oracle Hyperion Essbase, Seagate Crystal Reports.

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43. SMS

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low Demand
Here's how SMS is used in Senior Desktop Support Analyst jobs:
  • Maintained windows security patch updates utilizing SMS.
  • Supported 1,250+ users and remote users using VNC and Go to assist, SMS.
  • Analyze requirements for software loads and push new images and packages using SMS server.
  • Operated machines in order to test functioning of parts and mechanisms.
  • Utilize and leverage current mechanisms to obtain feedback from end users.
  • Provided remote control user support via MS SMS.
  • Team member of the SMS 2.0 rollout; worked closely with network consultants and internal network engineers/administrator.

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44. RSA

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low Demand
Here's how RSA is used in Senior Desktop Support Analyst jobs:
  • Use ITSM, RAdmin, DRA and RSA Authentication to administer and manage Houston Support tickets.

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45. DNS

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low Demand
Here's how DNS is used in Senior Desktop Support Analyst jobs:
  • Maintained DNS tables and DHCP reservation for these areas.

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46. Novell

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low Demand
Here's how Novell is used in Senior Desktop Support Analyst jobs:
  • Network Administration to Novell 4.12, GroupWise 5.2 network, Active Directory User Administration.
  • Scheduled and implemented routine maintenance upgrades on Novell, NT, and UNIX systems.
  • Account administration in Novell, Windows NT, and Windows 2000/2003 environments.
  • Automated software installation and upgrades using Zen Works (Novell).
  • Provided network administration and management in Novell eDirectory and Microsoft Active Directory.
  • Used remote control software (Novell Z.E.N., pcAnywhere, and Timbuktu) to troubleshoot and resolve issues.
  • Used Microsoft Active Directory and Novell Netware Client for user account management.
  • Managed workstations and user profile objects using Novell ZENworks admin tools.
  • Performed Novell Network system administration functions (e.g.
  • Supported and managed a Novell ver.

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47. Lenovo

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Here's how Lenovo is used in Senior Desktop Support Analyst jobs:
  • Support 1200+ employees leveraging Microsoft Windows platform and Dell/HP/IBM/Lenovo desktop and laptop proficiency.
  • Create tickets for HP, Dell, and Lenovo for tech dispatch or hardware replacements for all field locations.
  • Imaged, configured and distributed Lenovo workstations to users whose HP and Dell workstations reached their retirement date.
  • Performed Desktop and Laptop refresh from Windows XP machines to Lenovo Windows 7 machines.
  • Managed asset inventory of (Lenovo and HP laptops/desktops).

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48. Special Projects

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Here's how Special Projects is used in Senior Desktop Support Analyst jobs:
  • Assisted on special projects like OS migrations, PC refresh and large scale PC deployments.
  • Handle and manage special projects and requests as designated by the management team.
  • Contribute to special projects including hardware roll-outs and OS upgrades.
  • Worked on special projects in coordination with other departments.
  • Assisted with special projects as needed.
  • Work on IT special projects.
  • Team Lead for special projects [i.e.
  • Involved in special projects which consist of a large number of PC deployments, OS migration and software rollouts.
  • Work on "special projects" as assigned by the client or Desktop Team Lead.

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49. Sharepoint

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low Demand
Here's how Sharepoint is used in Senior Desktop Support Analyst jobs:
  • Maintained asset management database using ToolWatch and MS SharePoint.
  • Administered SharePoint access for corporate site.
  • Managed new and existing Active Directory User, Exchange mailbox accounts, and SharePoint.
  • Maintained the End User Computing SharePoint page and related documents libraries.
  • Designed and implemented our department s internal SharePoint sites Supervised, trained and mentored computer repair technicians.
  • Placed on the IT department's SharePoint site so technical analysts could review or train as needed.

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50. Level Agreements

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low Demand
Here's how Level Agreements is used in Senior Desktop Support Analyst jobs:
  • Detailed information regarding the resolution of the client incident were all updated and closed within Service Level Agreements (SLA).
  • Monitored client updates via BMC Control-M scheduler and insured updates start and completed on time to meet client service level agreements.
  • Advanced support of over 900 customers as support desk team lead using HEAT ticket software under established service level agreements.
  • Supervised desktop support teams to ensure compliance with service level agreements that met client needs.
  • Resolved all requests within Service Level Agreements (SLA) and exceeded Customer Service expectations.
  • Handled escalated tickets/calls from Level 1 support; resolving issues within Service Level Agreements.

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Senior Desktop Support Analyst Jobs

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20 Most Common Skills For A Senior Desktop Support Analyst

Desktop

12.8%

Hardware Issues

12.8%

Laptops

8.5%

Windows XP

7.3%

Active Directory

7.0%

PCS

6.4%

Network Printers

6.1%

Technical Support

4.9%

VPN

4.4%

Troubleshoot

4.3%

Customer Service

4.2%

Setup

3.7%

User Accounts

2.7%

Citrix

2.6%

Email

2.6%

Remote Access

2.4%

OS

1.9%

Helpdesk

1.8%

Symantec

1.8%

Sccm

1.8%
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Typical Skill-Sets Required For A Senior Desktop Support Analyst

Rank Skill
1 Desktop 9.8%
2 Hardware Issues 9.8%
3 Laptops 6.5%
4 Windows XP 5.6%
5 Active Directory 5.3%
6 PCS 4.9%
7 Network Printers 4.7%
8 Technical Support 3.8%
9 VPN 3.4%
10 Troubleshoot 3.3%
11 Customer Service 3.2%
12 Setup 2.9%
13 User Accounts 2.0%
14 Citrix 2.0%
15 Email 2.0%
16 Remote Access 1.9%
17 OS 1.4%
18 Helpdesk 1.4%
19 Symantec 1.4%
20 Sccm 1.4%
21 Lotus Notes 1.4%
22 LAN 1.3%
23 Asset Management 1.2%
24 Tcp/Ip 1.1%
25 Mac 1.0%
26 Software Applications 1.0%
27 SLA 0.9%
28 Android 0.9%
29 Suite 0.9%
30 Service Desk 0.9%
31 Level Support 0.9%
32 Internet 0.9%
33 Voip 0.8%
34 Trouble Tickets 0.8%
35 Application Support 0.8%
36 Vmware 0.7%
37 Altiris 0.7%
38 Software Packages 0.7%
39 Bloomberg 0.6%
40 PDA 0.6%
41 Mcafee 0.6%
42 SQL 0.6%
43 SMS 0.6%
44 RSA 0.5%
45 DNS 0.5%
46 Novell 0.5%
47 Lenovo 0.5%
48 Special Projects 0.5%
49 Sharepoint 0.5%
50 Level Agreements 0.5%
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