• Desktop Support Analyst

    Job Locations US-TX-Dallas
    Posted Date 1 week ago(5/17/2018 10:25 AM)
    Job ID
    # of Openings
    Information Technology (IT)
  • Overview

    HKS is a team of more than 1,400 architects, interior designers, urban designers, scientists, artists, anthropologists and other professionals working together across industries and across the globe to create places that delight, heal and stimulate peak performance. We have nurtured a culture of extraordinary people with curious and creative minds who are passionate about delivering elegant solutions that solve our clients’ challenges. Our research teams dig deep to discover processes and ideas that improve outcomes--then they share them freely for everyone’s benefit. In all we do, we are mindful of the fragility of all life and of the planet.


    This is a visible position requiring a high level of responsiveness with technical skill and professionalism. This position reports to the Desktop Lead with the Support Services Team. Must rely on experience and technical knowledge to plan and accomplish the team objectives. Analyst requires to be able to work with all levels of management, technical and non-technical. 


    • Manage the knowledge base and helpdesk intranet site, ensuring knowledge, process and training documents are kept up to date and the various teams are kept up to date on these changes
    • Assist with purchase requests
    • Check for areas of process improvement based on tickets – find areas to improve and streamline processes, document the processes and ensure that the various internal and external support groups are trained and follow the new process
    • Provide staff with support on hardware, advanced troubleshooting of computer problems
    • Provides timely, accurate, and consistent service and presentation to internal and external clients
    • Manage the installation and updating of desktop software such as AutoCAD, Revit, Adobe products, other software programs, as needed
    • Use Remedy ticketing software to assist staff and track tickets
    • Troubleshoot and provide support for hardware such as setting up projectors in meetings, video conferencing and printer maintenance/support
    • Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware and configuring systems and applications
    • Confer with IT management to help determine specific goals and objectives
    • Additional projects and tasks as assigned
    • Identifies, researches, and resolves technical problems
    • Responds to telephone calls, email and personnel requests for technical support
    • Documents, tracks and monitors the problem to ensure a timely resolution
    • Relies on instructions and pre-established guidelines to perform the functions of the job
    • Participates in coordinating and planning special projects
    • Cross trains with colleagues
    • Researches new products for required solutions
    • Provide afterhours 24/7 support on a as needed basis
    • Provide in-depth knowledge of hardware and troubleshooting
    • Adhere to all HKS values, processes, policies, standards and procedures
    • Bring a “Can-Do” results oriented attitude to a team that includes the desire and ability to learn
    • Ability to prioritize and multi-task when answering emails, taking phone calls, or walk-ups and respond accordingly to all requests in a timely manner


    Skills and Abilities

    • Must be able to lift computer desktops and monitors, as required
    • Individual must be able to work independently in a fast-paced team environment
    • This role requires participation in an on-call rotation
    • To meet business needs, some evenings or weekends may be required
    • Strong problem solving skills for root including root cause analysis and working with other teams to troubleshoot hardware capabilities
    • Self-motivation, intelligence, and strong work ethic
    • Must demonstrate excellent organizational and time management skills
    • Ability to follow set standards and take direction
    • Ability to analyze and propose solutions to problems
    • Ability to work in a fast-paced, multi-project, and dynamic environment
    • Excellent communication skills: listening, writing, and verbal
    • Ability to install operating systems, drivers, and applications
    • Advanced knowledge of Windows operating systems, Office 365 products
    • Knowledge with Mac hardware a plus
    • Familiarity with Microsoft SCCM as a systems management software solution for image creation methodology a plus


    • Experience in customer service support position a must
    • High School diploma or equivalent is required; Bachelor degree in IT is preferred or applicable industry experience
    • 5+ years of related Desktop Support experience
    • Knowledge of a variety of the concepts, practices, and procedures related to IT service management
    • Excellent verbal and written communication skills





    HKS is an EEO/AA Employer: M/F/Disabled/Veteran



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