Analyst III, Help Desk Support


Client Reference Code: 206081
The Analyst III, Desktop Services role is to support and maintain in-house computer systems, desktops, and peripherals. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal workstation performance. The person will also troubleshoot problem areas in a timely and accurate fashion, and provide end user training and assistance where required.


  • Receive, prioritize, respond to, document, and actively resolve end user Mac and PC and/or hardware requests.
  • Test fixes to ensure problem has been adequately resolved.
  • Perform post-resolution follow-ups to help requests.
  • Accurately document instances of hardware failure, repair, installation, and removal.
  • Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.

Operations (Tactical Responsibilities)
  • Work with end users to identify and deliver required Mac and PC service levels.
  • Liaise with, and provide training and support to, end users and staff on computer operation and other issues.
  • Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, networked peripheral devices, and networking hardware products.
  • Perform on-site analysis, diagnosis, and resolution of complex Mac and PC problems for a variety of end users, and recommend and implement corrective hardware solutions, including off-site repair as needed.
  • Develop and maintain an inventory of all monitors, keyboards, hard drives, modems, printers, scanners, and other peripheral equipment.
  • Monitor and test Mac and PC performance and provide Mac and PC performance statistics and reports.
  • Construct, install, and test customized configurations based on various platforms and operating systems.
  • If necessary, liaise with third-party support and Mac and PC equipment vendors.

Magnitude & Autonomy of Decision Making
  • Develop help sheets and frequently asked questions lists for end users.
  • Recommend, schedule, and perform Mac and PC, hardware and peripheral equipment improvements, upgrades, and repairs.
  • Support development and implementation of new computer projects and new hardware installations.
  • Maintain up-to-date knowledge of hardware and equipment contracts and supervise contract-based installations.

Skills/Abilities and Knowledge
  • Expert technical knowledge of network and PC hardware, including Windows 7, Windows 10 and Mac OS X.
  • Working knowledge of a range of diagnostic utilities, including WireShark, Registry, Virus, Spyware and Adware tools.
  • Hands-on hardware troubleshooting experience.
  • Experience with Apple Remote Desktop and Time Machine
  • Experience with Jamf Composer
  • Extensive equipment support experience with Dell, HP and Apple hardware.
  • Working technical knowledge of current network protocols, operating systems, and standards, including AD, File Services, Print Services, IP, DHCP, DNS, WINS, PC Image deployment, Symantec Endpoint, KACE, VMware and Citrix clients.
  • Ability to operate tools, components, and peripheral accessories.
  • Able to read and understand technical manuals, procedural documentation.
  • Ability to conduct research into Mac and PC issues and products as required.
  • Able to participate on an On-Call schedule rotation including some weekends.
  • Able to troubleshoot some printer problems as well as escalate issues to hardware vendor.
  • Able to setup video conferencing calls either via Skype or in-house conference units.
  • Intermediate knowledge of network infrastructure and network troubleshooting concepts.
  • Two years of demonstrable project management experience.
  • Hands-on experience administrating Cisco telephony, Adds/Moves/Changes
  • Ability to read, write, speak and understand English

  • College diploma or university degree in the field of Information Technology and/or 7 years equivalent work experience.
  • Certifications in MSDST, ITIL, A+, or equivalent.

Related Work Experience
7 years equivalent work experience.

Travel Requirements:
  • None

Leadership/Staff Accountability:
  • No Supervisory responsibilities with this position.

Skills/Abilities and Knowledge
  • Ability to conduct research into a wide range of computing issues as required.
  • Ability to absorb and retain information quickly.
  • Analytical and problem-solving abilities.
  • Exceptional customer service orientation.
  • Ability to handle multiple concurrent task
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Excellence with working in a team-oriented, collaborative environment and ability to mentor Jr. team members
  • Excellent written and oral communication skills.
  • Must be willing and able to learn, understand, and grow with the business.
  • Ability to present ideas in user-friendly language.

Office environment
  • Sitting and/or standing for extended periods of time.
  • Overtime may be required to meet deadlines.
  • Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components.
  • Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.
  • Able to participate on an On-Call schedule rotation including some weekends.

Charter Communications is an Equal Opportunity Employer – Minority/Female/Veteran/Disability

Job Code : TWCISU300 Spec 3, Help Desk Support Nonexempt


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