Client Support Analyst

About the role

The Client Support Analyst provides essential technical support for end-users across the organization, ensuring optimal satisfaction with their computing environment. This role involves troubleshooting a wide range of hardware and software issues, documenting solutions, and contributing to a positive end-user experience. Reporting directly to the Client Support Manager, the Client Support Analyst works closely with others on the IT Infrastructure team to resolve complex problems and maintain efficient IT operations.

Responsibilities

• Performs on-site and remote analysis, diagnosis, and resolution of desktop, laptop, and endpoint problems for end-users, implementing corrective solutions as needed.
• Installs, configures, tests, maintains, and troubleshoots end-user workstations and related hardware and software to deliver required desktop service levels.
• Administers and resolves issues with associated end-user workstation software products and applications.
• Supports and troubleshoots Microsoft 365 applications and services, including Exchange Online, SharePoint Online, and Teams.
• Supports and troubleshoots Cisco VoIP phones, CUCM admin, and CUC admin.
• Works with the Desktop Engineer to ensure efficient operation of the desktop computing environment.
• Manages user accounts and permissions within Active Directory (ADUC) and Azure.
• Utilizes Dameware or other remote desktop tools to provide efficient support.
• Documents instances of desktop equipment or component failure, repair, installation, and removal, and analyzes data to determine trends and corrective actions.
• Maintains an inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment.
• Deploys, configures, and manages operating systems (Windows 11), applications, and updates using Intune and other deployment tools.
• Manages and maintains endpoint security, including Microsoft Defender.
• Places orders for new and replacement equipment using Fraxion/eRequester.
• Assists with the deployment and maintenance of phone equipment as needed.
• Promotes and role-models the mission, values, vision and strategic goals of Loretto in all interactions with staff, peers, residents, family members, vendors and visitors.
• Treats people with dignity, professionalism and kindness.
• Demonstrates excellent internal and external customer service skills such as friendly greeting, making eye contact, listening attentively, responding in a timely manner, showing respect and empathy and acting as a role model for staff and peers.
• Demonstrates excellent work attendance, reliability and work ethics.
• Attends and actively participates in required meetings and training sessions.
• Complies with established policies, procedures, and codes