Desktop Support Analyst I

Position:Desktop Support Analyst I

Job Description:

Desktop Support Analyst I

Arrow Electronics, Inc. – Denver, CO

The Desktop Support Analyst will be responsible for providing PC hardware and software support for our local and remote users in a mixed Windows and Apple environment. The Analyst will actively assist with major PC related projects (rollout of a new application, hardware/software upgrades, integrations, etc.) This candidate will be a member of a support team that provides high quality PC Support to over 10,000 clients at Arrow facilities throughout North America.

Specifications:

  • Provide second-level IT technical support to onsite and remote end-users by resolving basic to moderately complex technical issues.
  • Track, record and respond to moderate to highly complex requests for IT technical support. Technical support will include workstation hardware, software and peripherals
  • Deploy PC software fixes, patches, updates and upgrades across multiple platforms
  • Maintain and update the Arrow Asset Management System with accurate and detailed computer hardware information
  • Support IT special projects, including but not limited to: office moves, data recovery, hardware and software testing, etc.
  • Diagnose PC problems via phone, remote control of desktops or desk-side visit.
  • Assist with PC moves and large integration projects across North America.
  • Provide support for Mobile Device Technology.

Required Experience:

  • Minimum of 5 years' hands-on experience installing, troubleshooting and supporting laptops, PCs, peripherals and business critical applications for users in a large, multi-location, corporate environment via phone, remote control and desk side visits.
  • Experience supporting Windows 7, Windows 10, Apple El Capitan and Sierra, MS Outlook/Exchange, MS Office 2013 and 2016, Office 365, and Microsoft Skype for Business.
  • Experience using Enterprise remote-control software, software distribution tools and device management software.
  • Experience supporting McAfee Endpoint and Bitlocker Encryption software.
  • Experience supporting Sophos Anti-Virus and Enterprise malware scanning and removal tools.
  • Experience supporting end user collaboration tools, such as Microsoft SharePoint.
  • Experience upgrading PCs (memory, hard drive, data transfer, etc.)
  • Experience creating knowledgebase articles from ticket data and end user support interactions
  • Experience maintaining and update user's PC asset information through the implementation of critical device management policies.
  • Experience supporting mobile device technology across iOS and Android platforms.
  • 24x7 On-call technical support on a rotation basis.
  • Travel when required (less than 10%).
  • CompTIA A+ Certification.

Preferred Experience:

  • Experience using team knowledge Wikis utilizing Microsoft SharePoint.
  • Experience creating and editing Knowledgebase articles.
  • Technical Project Management experience.
  • Microsoft Certified System Administrator (MCSA): Windows 7 or Windows 10
  • Apple Certified Mac Technician (ACMT)
  • Microsoft Certified System Engineer (MCSE): Desktop Infrastructure
  • Bachelor's degree in Computer Science, Information Technology or related discipline

Location:Denver ( Panorama)

Time Type:Full time


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