Salary: $21.06 – $31.64 per hour
Location: Fort Worth, TX
Position Summary:
The Desktop Support Analyst I is the entry point for all IT-related incidents and requests. This position provides excellent customer service to staff by ensuring endpoint devices (laptops, desktops, VDI, mobile devices), software, and peripherals are effectively managed and supported.
The Desktop Support Analyst I fulfills service requests and ensures incidents are properly documented, triaged, prioritized, and resolved to meet customer expectations and established SLAs. This position will also contribute to IT projects and initiatives as required.
Essential Functions and Responsibilities:
The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to this position.
TRWD’s technology platforms are modern and centered around the Microsoft, Cisco, and Dell ecosystems. Microsoft 365 is the primary application platform, with heavy usage of Microsoft Teams, SharePoint Online, OneDrive, Word, Excel, PowerPoint, and Outlook. Endpoints are a mixture of physical and virtual desktops with Windows 11 as our main operating system.
Video Conferencing/AV support
- Provide dedicated on-site technical and audio/visual support for all executive-level meetings such as monthly Board of Director meetings, special sessions, and committee meetings
- Maintain and support Cisco Room Kit video conference devices running Microsoft Teams Rooms
Incident/Problem/Change Management
- Record all support requests, troubleshooting steps, and resolutions in ITSM tracking software according to all standards, policies and procedures
- Ensure service requests, problems, and incidents are properly triaged, prioritized, assigned, and resolved according to SLAs
Endpoint and peripheral management
- Ensure endpoints are configured and updated to help ensure a secure and consistent experience across the lifecycle of all managed devices
- Support and monitoring of District-wide print services such as eFax, Universal Print, print queues, scanning services, etc.
- Provide tier-1 application support for all supported applications such as Microsoft Teams, Windows 11, SharePoint Online, OneDrive, Excel, Word, PowerPoint, Outlook, PDF editors, etc.
- Mitigate endpoint viruses, Trojans, malware, etc.
- Desktop support for laptops, workstations, and virtual desktops
System Administrator Support
- Support configuration management activities such as GPOs, InTune policies, and VDI configurations
- Assist with Cisco Unified Communications Manager (CallManager)
- Identity and Access Management support such as creating and managing on-premises Active Directory, Azure Active Directory (Entra ID), and Microsoft 365 accounts. Support MFA and conditional access policies
General
- Create and maintain process and procedure documentation
- Maintain familiarity with District-wide strategic initiatives and expected levels of service
- Must have ability to work an 8 hour on-premises shift scheduled between 7:00 a.m. and 6:00 p.m. with scheduled on-call rotation
- Maintain inventory of software and hardware assets
- Maintain familiarity with strategic District levels of service
- Continuous improvement monitoring and innovation efforts
- Perform other duties as required
Required Experience:
- Three (3) years prior work experience in a high pace desktop/helpdesk support setting
- Video conference support
- Strong understanding of Active Directory, DHCP, TCP/IP and DNS and how it relates to desktop support
- Strong understanding Windows operating systems
- Experience with troubleshooting Microsoft 365, including Teams, OneDrive etc.
- Experience with patch management, global configuration, and software distribution
- Experience with virtual environments
Desired Experience:
- Experience with supporting video conferencing kits such as Cisco, Teams, etc.
- Experience with collaboration solutions like SharePoint and OneDrive
- Experience with administration of enterprise anti-virus software
- VoIP experience
Required Education/Certification/License:
- High School Diploma or GED
- Valid Texas driver’s license
- Must pass a Texas DPS/FBI Criminal Justice Information Services (CJIS) criminal history background check and maintain CJIS eligibility
Desired Education/Certification/License:
- Technology-focused College Degree
- IT-related certifications
Required Schedule:
- Must have ability to work an 8 hour on-premises shift scheduled between 7:00 a.m. and 6:00 p.m. with scheduled on-call rotation
Success Factors/Job Competencies:
- Focused on providing excellent customer service
- Self-motivated with the ability to work quickly and independently with minimal supervision
- Effective interpersonal and teamwork skills
- Analytical and problem-solving skills within a high-pressure environment
- Read, write, and analyze effectively to make accurate decisions and judgments
- Strong communication and speaking skills to make presentations and recommendations to executive management and end users
Physical Demands and Work Environment:
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Physical demands: While performing duties of the job, employee is occasionally required to stand; walk; sit; use hand to finger, handle, or feel objects, tools, or controls; reach with hands and arms; balance; stoop; talk or hear. Employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
- Work environment: While performing the duties of this job, the employee typically resides within an office or cubicle and may have occasional fieldwork that will expose the employee to weather conditions prevalent at the time.
(HR Use Only: Pos # 105)
