Desktop Support Analyst

Key Responsibilities

• Act as an initial point of contact for technical support requests by phone, email, and in person
• Act as local IT point of contact for local office based issues
• Perform triage, resolve incidents and respond to queries on PC's, laptops, printers, mobile devices, and email and business applications
• Contribute technical content and solutions, and maintain departmental procedures in the Knowledge Base

Core Competencies

• Working knowledge of Windows 11, Office 365, Copilot, Active Directory, Exchange, Windows Server and Entra ID
• PC hardware and software support
• Ticketing and incident documentation
• Managing Projects End to End
• Testing and Evaluating new Technologies

Requirements

• Strong customer service and communication skills
• Able to communicate technical details to non-technical users
• Able to prioritize work load effectively
• Able to work independently with minimal supervision
• Good troubleshooting skills and willingness to seek out existing issues
• Experience with ServiceNow a plus
• Knowledge of Crestron Audio Visual equipment a plus

Qualifications

• 1-3 years of technical support experience, desktop or helpdesk support preferred
• 4 year college degree
• ITIL Framework exposure a plus

Pay

Salary Range: $60,000 - $65,000