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Desktop Support Analyst II

Neenah, WI, 120 N Commercial St, Neenah, Wisconsin, United States of America Req #1995
Tuesday, July 7, 2020

Alta Resources is Hiring!


The Desktop Support/IT Analyst II is accountable for standard support and development activity, including problem resolution, analysis, design, and implementation activity for application, helpdesk, and/or infrastructure support activity.  The Desktop Support Analyst II will provide beginning, moderate, or advanced levels of expertise and working knowledge and leverage their skills in areas of responsibility.  They will continue a progression of skill development toward the expert level.  The Desktop/Analyst II  is responsible for developing a strong understanding of specific functional or technical areas, and can gather business requirements and convert them into design of processes and applications for improved performance and delivery of business benefits. Duties may include receiving, prioritizing, documenting, and actively resolving end user help requests.

The Desktop Support/IT Analyst II possesses strong analysis skills, and has an understanding of specific functional or technical areas.  They can convert business requirements into solutions for improved performance and delivery of business benefits. Duties may include receiving, prioritizing, documenting, and actively resolving end user help requests. Senior levels are responsible for providing guidance and mentoring to less experienced Desktop/IT Analysts to help them advance their skills, and may provide functional direction to small teams on specific support efforts.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Strategy and Planning

Develop high level expertise in new data processing concepts and techniques as they are introduced to the department in order to remain technically proficient.  Assess and recommend appropriate technologies to solve business problems/opportunities.

Acquire a strong understanding of the functional business disciplines serviced by the technologies being designed or supported to ensure that the service provided is timely, effective and appropriate.

Establish proactive, confidence-inspiring client relationships to ensure technology development and maintenance efforts meet business goals.

Execution and Service Delivery

Develop knowledge and experience in resolving support requests for Services Support, Application Support, or Infrastructure Support as applicable.  This will include problem solving and the related activities specific to the type of problem, covering the analysis, design, implementation and maintenance of complex business and technical solutions from the client perspective.

Analyze specific functional and technical problems and business requirements and prepare detailed resolution approaches.  Provide the full complement of technology support services as required on assigned work efforts.

Develop and leverage a working to expert knowledge of standard services, applications, and infrastructure technologies as required.  This may include programming language(s), operating systems, programming techniques, data base management systems, productivity tools and other hardware and software facilities to produce the most effective and timely results for the functional areas being served.

Perform, or direct the performance of, standard application and infrastructure support activities based on specific assignments.  Leverage an advanced knowledge of services, applications and hardware to conduct problem resolution, analysis, design, development, and implementation activity.

Test fixes to ensure problems have been adequately resolved.

Display skill in the use of control techniques and support methodology to meet assignment requirements.

Create technical documentation for Information Technology staff to follow when completing procedures.

Provide 24x7 on call rotation support for all supported technologies.

Communication and Collaboration

Establish proactive, confidence-inspiring client relationships to fulfill all aspects of specific assignments within Services Support, Application Support, or Infrastructure Support as applicable.

Produce and communicate status of deliverables relative to milestones, variances, open issues, and client acceptance.

Respond to requests for enhancements to existing technologies by clearly defining the business problem/opportunity and the approach to satisfying the request.

Contribute to an environment in which all team members are respected regardless of their individual differences and are motivated to improve both their individual and team contributions to achieve desired business results.

Regular attendance, punctuality and adherence to agreed-upon schedule of availability are conditions of employment and essential function of this position.


Specific dimensions, requirements, and service metrics for each level of the role are identified below.


Level II


Scope –

Budget / Revenue


Not Applicable


Scope –

Span of Control


Company specific
  applications and solutions


Scope –

People Leadership


Yes – mentoring
  and training of 
Level I team members


Scope –

Strategy / Planning


Solution Focus


Scope –



Across Teams



Requirement – Education


Two or Four
  year college or university degree in


Philippines –

United States –

Requirement – Experience
  in Position


2-5 years


Requirement –


  related to field is preferred


Requirement –


English oral
  and written communication skills required


Service Metric

  Management Compliance


100% compliance
  to process


Service Metric



> 90% of all
  tickets acknowledged within department timeframes


Service Metric

Resolution Time


90% of all
  tickets resolved within department timeframes


Provide on-call
  coverage within the defined rotation parameters (the rotation may change
  depending on business needs)


Although this position will not have responsibility for direct reports, the position requires active leadership in the way of supporting strategic initiatives as well as active personal development and application of Six Sigma methodologies. 


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Additional qualifications include:

Passionate for technology with a strong customer-centric focus

Takes initiative and demonstrates problem solving skills

Strong communication and interpersonal skills as this role is the face of the internal customer

Willingness to tackle problems and seek out new opportunities.

Ability to simplify complex issues, can differentiate between critical details and unimportant facts, has a logical thought process in resolving problems.

Demonstrated technical proficiency, attention to detail, and continuous improvement.

Demonstrated productivity, managed priorities and time, and followed procedures.

Strong communication skills to include speaking, writing, and listening skills.

Demonstrated ability to meet commitments, stay focused under pressure, accept accountability.

Built strong relationships, able to give and receive constructive feedback, and worked well with others.

Ability to work effectively within and across teams and global locations.


Refer to requirements in table above.


This position requires a working knowledge of computer technology that includes: Windows 7 OS, Microsoft Office Suite, Desktop Deployment and hardware support, printers and Citrix desktop.  Individuals must possess the ability to learn and understand new software and other technology applications as introduced by the Client and Alta Resources.


Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization.


Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.


Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.


While performing the duties of this job, the employee is regularly required to sit for up to eight hours, and stand. Manual dexterity which allows the individual to use hands to type on a keyboard, use a mouse and write are required, as is the ability to talk, and hear.   The employee must occasionally lift and/or move up to 50 pounds.  Specific vision abilities required by this job include close vision.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The environment for which this position functions contains scents and fragrances related to product samples that are necessary to have on site in order to complete the essential job functions of this position or others positions within the same area.  Due to the nature of this work individuals are required to be on-sight during hours designated by the Client, however, the occasion will arise when the employee must be off-site due to business functions.

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Other details

  • Pay Type Hourly
  • Neenah, WI, 120 N Commercial St, Neenah, Wisconsin, United States of America