What are the responsibilities and job description for the Desktop Support Analyst position at Capstone Search Advisors?
Fairfield County MSP is searching for a Level I Desktop Analyst to provide technical support and customer service. This role is central to ensuring high satisfaction levels among our customers through first-line support services. You will tackle various challenges, from troubleshooting applications to resolving incidents.
Key Responsibilities:
- Provide first-line support, including desk-side, remote, and local office support services.
- Enhance and utilize the knowledge base to improve first-call resolution rates.
- Manage incidents and service requests efficiently using our ticketing system, ensuring detailed follow-up and timely resolution.
- Act as our client's first point of contact, delivering service courteously and professionally.
- Collaborate with team leads and managers to schedule and prioritize onsite client visits and service desk tasks.
Technical Duties:
- Conduct root cause analysis and collaborate with teams to resolve complex issues.
- Maintain, install, and troubleshoot desktop hardware and software.
- Engage in PC and workstation software setups, troubleshooting, and maintenance.
- Ensure accurate technical documentation and track service metrics.
Desired Qualifications and Skills:
- Minimum 1 year experience in IT support, explicitly handling inbound customer requests and issue resolutions.
- Proficiency in Microsoft environments and applications, ConnectWise Manage or similar ticketing systems, and Active Directory.
- Strong skills in VPN management, LAN/WAN infrastructure, and RDS environments.
- Excellent problem-solving skills with the ability to handle stress and multitask in a fast-paced setting.
- Exceptional communication and customer service skills, with a proven record of technical and business interaction.
Salary : $50,000 - $55,000
