Desktop Analyst

Company Overview

Prometric is a trusted provider of technology-enabled testing and assessment. It s market-leading test development and test delivery solutions allow clients to develop and launch global testing programs as well as accurately measure program results and performance quality. Prometric reliably develops, delivers, and administers more than 8 million tests a year on behalf of more than 350 clients in the academic, corporate, financial, government, healthcare, professional and IT markets. It delivers tests flexibly via the web or by utilizing a robust network of thousands of test centers in more than 160 countries.


The Desktop Analyst will work as part of a Support Team to provide quality desktop support for remote and global locations. Occasionally, support will be provided to other locations including Malaysia, China, Korea, India, Ireland, United Kingdom and the US. As a Desktop Analyst, you will interface with customers, providing remote phone and deskside IT support.

Duties and responsibilities

  • Provide Tier 1 and 2 end user support
  • Interface with customers providing remote phone and deskside IT support
  • Provide onsite and remote telephone user support
  • Office 365 & SharePoint support
  • Troubleshoot workstation and network printer issues
  • Monitor tickets and resolve all Remote Access/VPN connectivity issues
  • Monitor, update and resolve all Print Server issues and service center tickets
  • Report all applicable issues to Network or Systems Engineering for resolution
  • Work with vendors to replace broken or non-functional equipment
  • Software and Peripheral Installation
  • Propose solutions to systems and process issues to improve workflows and efficiencies
  • Hardware and software upgrading
  • Manage software and hardware asset inventory
  • Support for Microsoft Excel, Word, Access, PowerPoint, Project, and Outlook
  • Support for Microsoft Windows 7 and 10 operating systems
  • Move Workstation and Printer Equipment, as required
  • Communicate effectively with co-workers and outside representatives
  • Prepare written documentation as required to satisfy documentation standards
  • Maintain support projects using MS Office applications
  • Perform other duties as defined by the Manager, Collaboration Technologies

Essential Qualifications & Experience

  • Bachelor's degree in Computer Science, Business Information Systems, or equivalent
  • MCDST (Microsoft Certified Desktop Support Technician) Certification or higher level Microsoftcertification is preferred
  • Excellent customer service skills and demeanor, both on the phone and in-person
  • Maintain a professional and courteous manner in difficult situations
  • Advanced knowledge of Windows 7, 8. 1, 10 and Microsoft Office
  • Advanced technical installation and troubleshooting experience
  • Demonstrates self-starter and ability to independently resolve problems
  • Perform effectively in a fast paced environment
  • Maintain high quality work and manage multiple critical projects
  • Perform effectively in a team oriented environment
  • Communicate effectively with a diverse group of customers
  • Work with the understanding that some off-hours support may be required
  • Ability to lift computer equipment, including monitors and printers, which may weigh up to 60 lbs
  • Experience in the use of LANDesk software preferred
  • Office 365 & SharePoint support
  • Prometric is an equal opportunity employer:disability/veteran

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