Desktop Systems Analyst
Glidewell Dental · Riverside, United States ·
- Category
- Business analysis
Glidewell Dental is looking for an experienced Desktop Systems Analyst to join our IT team. This role is deeply hands‑on, supporting a wide range of hardware, software, and enterprise applications across the organization. You’ll handle complex troubleshooting, provide Tier 2/3 support, partner with vendors, contribute to change documentation, and help drive standardization and technology improvements. If you thrive in a fast‑paced environment, enjoy solving challenging technical issues, and have a strong background in enterprise workstation support, we’d love to connect.
Essential Functions:
- Connects to computer desktops for remote support utilizing remote software including but not limited to SCCM Remote Control Viewer, RDP and Team Viewer.
- Monitors and maintains computer systems and networks.
- Responds to service issues and requests in a timely manner.
- Provides technical support across the company via in-person, email, chat, or phone.
- Repairs and replaces equipment as necessary.
- Participates in the testing of new technology.
- Diagnoses and resolves unique, nonrecurring problems associated with application software and operating systems; determines source of problems and classifies its level, priority, and nature.
- Configures, installs, maintains, troubleshoots, and supports computer workstations, hardware, laptops, printers, scanners mobile devices, phones, and other computer and telecommunications equipment.
- Installs and supports PC, laptop, tablet and mobile hardware and software.
- Ensures desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems.
- Documents procedures, standards, best practices configurations, settings, installation sequences and back-out instructions.
- Trains lower-level team members.
- Creates alternative methods for completing tasks and corrects user errors and system inconsistencies to improve the desktop team function.
- Works with hardware and software vendors to verify timely product delivery; ensures new equipment is installed and ready to operate according to schedule.
- Analyzes and makes recommendations for hardware and software standardization.
- Provides tier 2 and tier 3 support for support incidents submitted to IT Desktop Support; ensures all work is handled according to established SLAs.
- Performs other related duties and projects as business needs require at direction of management.
- Provide level 1 support for Service Desk line during off hours.
- Helps Coordinators and Desktop System Analyst team members with support topics.
- Ability to apply research, knowledge and logic in order to troubleshoot problems in a technologically complex environment (Solid/Expert). Creates alternative methods for completing tasks and corrects user errors and system inconsistencies to improve the desktop team function.
- Works with hardware and software vendors to verify timely product delivery; ensures new equipment is installed and ready to operate according to schedule.
- Work with project teams to review and assess impact of new business requirements.
- Contributes to technical aspects of key change documentation (e.g. technical requirements, change impact assessments, change implementation plans, change rollout plans).
- Serves as an escalation point for complex technical issues.
Education and Experience:
- High school diploma or equivalent.
- Formal education in Information Technology, a plus.
- Minimum five (5) years of experience in applications or IT technical support, or any equivalent education and/or experience from which comparable knowledge, skills and abilities have been demonstrated/achieved.
- Minimum five (5) years of experience in in-depth, hands-on support role on IT Workstation or customer support environment.
- Must have previous experience supporting enterprise applications.
Pay Range: $27.81 - $34.00/hr