Desktop Support Analyst I
Support Services
San Diego Office
Job Summary
Provides day-to-day customer support to employees for network infrastructure and internal desktop systems software and hardware.  Installs, configures and troubleshoots desktop systems, workstations, and network issues in a heterogeneous environment.  Maintains passwords, data integrity and file system security for the desktop environment.  Communicates highly technical information to both technical and non-technical personnel. May conduct training programs designed to educate customers about basic and specialized applications.
Essential Functions
Job responsibilities include, but are not limited to:
·       Repairing, moving, installing, and maintaining desktop equipment and peripherals.
·       Updating monitor maintenance records, inventory information, and Action Requests in a timely and accurate manner.
·       Obtaining and maintaining current vendor certifications as assigned by position requirements and career-pathing.
·       Maintaining a professional image.
·       Communicating to customers the status of their requests.
·       Keeping work area neat, clean, and organized.
·       Ability to manage customer requests from point of contact to closure.
·       Ability to log, track, resolve, dispatch, and reroute calls through to resolution.
·       Conduct user-satisfaction surveys; produce results reports; provide recommendations on process refinements to support the findings.
·       Ability to document procedures, corrective actions, and update knowledge base system.
·       Provide technical troubleshooting and configuration support for client desktop and networking environment.
·       Identify responsible group for problem resolution and escalation when necessary.
·       Ability to work in a team environment.
·       Ability to communicate effectively.
·       Ability to meet and/or exceed established service level agreements (SLA).
Qualifications:
·       Experience with Win 98/NT/2000/XP operating systems.
·       Hands-on experience solving networking, desktop, and configuration issues.
·       Experience performing system installations, technology migrations, hardware upgrades, and repairs.
·       Hands-on software experience - able to diagnose software compatibility and address software issues.
·       Experience with NetWare 5, Windows 98/NT/2000, and Microsoft Office 2000.
·       Experience with UNIX (Solaris and Red Hat) file systems, backup and recovery, systems performance monitoring and tuning.
·       Understanding of TCP/IP protocols including but not limited to DNS, SMTP, HTTP, DHCP, SNMP.
·       Assists in the troubleshooting of network related support including desktop end-user support.
·       Knowledge of virus protection applications and procedures.
·       2 years Windows 2000 experience.
·       2 years technical support including PC troubleshooting in an Ethernet network environment.
·       2 years experience in providing desktop and server support.
·       Must have good problem solving and interpersonal skills.
·       Demonstrates strong desire and enthusiasm to learn
·       Demonstrates strong customer service skillsEducation
·       MCSE, MCP+I, CCNE, CCNA, Sun, and Red Hat certifications preferred.

Bruce Randall
Websense Inc.
Product Marketing Manager
858-909-9441 (W)
760-271-8797 (M)
brandall@websense.com