Service Desk Analyst

TEKsystems is looking for a talented Service Desk Analyst to support a high profile client in the New Orleans area. This person will need to be able to: Manage Service Tickets in an organized manner to ensure accuracy, provide PC and peripheral parts requirements, acquisition support an installations satisfying end-user computing needs and perform other server non-OS services such as Active Directory, Email, user accounts and permissions.

Responsibilities:
- Work collaboratively with members of the VMware team on the implementation of new solutions to meet expected service levels and exceptional user experiences.
- Support the Enterprise virtual desktop image with assistance from VDI Administrator.
- Create and patch Golden Image for user desktops.
- Maintain the Thin Clients in support of VDI environment to ensure operational efficiency.
- Serve as backup to the VDI Administrator in their absence and assist in special projects and responsibilities as assigned.
- Manage service tickets in an organized manner to ensure accuracy.
- Coordinate the day-to-day operations of the helpdesk ticketing system.
- Track end-user satisfaction and SLA adherence for desktop support services and conduct end user follow up for service exceptions.
- Diagnose end-user hardware conflicts and provide solutions to remedy the issues.
- Provide PC and peripheral parts requirements, acquisition support and installations satisfying end-user computing needs.
- Configure and troubleshoot new devices as needed for current and new clients using MDM where applicable.
- Perform software installations/upgrades.
- Manage hardware and licensing inventory, including procurement and end of life activities
- Maintain equipment inventory records/equipment replacement schedule.
- Provide research and recommendations for improvements and opportunities.
- Perform other server non-OS services such as Active Directory, Email, user accounts and permissions.
- Configure and maintain the Helpdesk operating system, IT Asset Management Software, to maximize reporting metric and asset management features.
- Provide service and usage reports as requested.
- Independently troubleshoot printer problems, security-related concerns, networking and connectivity issues, device driver selection and installations.
- Assist in other IT activities as required to meet directives and customer expectations.

Requirements:
- Extensive working knowledge of Microsoft Windows PC and VMware environments and server services.
- Familiar with intermediate networking concepts such as DHCP, DNS, TCP/IP and IP routing.
- 2-4+ years related experience and/or training. Must be familiar with Windows 10, Office 365, PC administration, and Outlook/Exchange email system support in both physical and virtual environments.
- Preferred: CompTIA A+ or higher
- Preferred: Bachelors or better in Computer Science or related field