Desktop Support Analyst

About the role

We are seeking a Deskside Support Analyst to provide direct assistance to end users in troubleshooting and resolving hardware and software issues.

Responsibilities

• Assess faults, conduct repairs, streamline processes, and ensure optimal customer service, contributing to efficient IT operations.
• Level 2 onsite support for complex customer issues and ability to support Tier 1 VIPs.
• Lead deployment of software releases, system upgrades and patches on end user devices.
• Accountable for procurement and Asset management of end user devices.
• Leading customer relocations and departmental infrastructure build out.
• Analyze the symptoms of the problem to properly identify the cause of the issue in order to determine a solution.
• Triage issues such as physical layers, usernames and passwords.
• Uninstall/reinstall basic software applications, verify proper hardware and software set-up and assist with navigation of application menus.
• Perform onsite installations or replacements of various hardware components and software repair.
• Perform diagnostic testing and utilize remote control tools to assist users when troubleshooting to determine a solution.

Requirements

• 3 to 5 years of experience as a Desktop Support Analyst.
• Strong technical knowledge of desktop operating systems and software applications.
• Experience providing deskside support to end-users in a corporate environment with familiarity with remote access tools and techniques.
• Experience working with Active Directory and other directory services.
• Ability to troubleshoot hardware and software issues on desktops, laptops, and mobile devices.
• Ability to manage multiple priorities and work effectively under pressure.
• Willingness to work flexible hours, including evenings and weekends, as required.

Qualifications

• Good Expertise to provide Hands and Feet support for Server, Storage, Backup and Network equipment, IPT endpoints Virtual Endpoint Support Win 7, Win 10, HSD.

Skills

• Strong technical knowledge of desktop operating systems and software applications.
• Experience providing deskside support to end-users in a corporate environment.
• Familiarity with remote access tools and techniques.
• Experience working with Active Directory and other directory services.
• Ability to troubleshoot hardware and software issues on desktops, laptops, and mobile devices.
• Ability to manage multiple priorities and work effectively under pressure.
• Willingness to work flexible hours, including evenings and weekends, as required.
• Good Expertise to provide Hands and Feet support for Server, Storage, Backup and Network equipment, IPT endpoints Virtual Endpoint Support Win 7, Win 10, HSD.

Benefits

• Cognitive Health and Well-being Programs
• Flexible Spending Accounts (FSA)
• Employee Assistance Programs (EAP)
• Retirement Savings Plans (401(k))
• Disability Insurance
• Life Insurance
• Paid Time Off (PTO)
• Medical/Dental/Vision Insurance
• Long-term/Short-term Disability Insurance
• Parental Leave
• Discretionary Annual Incentive Program