IT Desktop Support Analyst

Job Description:

We are seeking a dedicated and skilled IT Desktop Support Technician to join our Level-2 support team. The ideal candidate will have a strong background in hardware and software support for both Mac and PC environments, as well as experience with SCCM, JAMF, Office 365, and Adobe applications. The candidate should also possess experience in general asset inventory management, achieving SLA and project targets, and supporting AI integrations with office products. This position reports to the US Service Desk Associate Director.

Key Responsibilities:

Customer Focus:

• Deliver the highest level of customer satisfaction by prioritizing user needs, effectively communicating with users, providing timely resolutions, and escalating issues when necessary.

Issue Management:

• Assess and manage various end-user situations and escalate to management as needed.

Teamwork & Collaboration:

• Work effectively with other HTS teams and management toward shared goals, including responsive feedback, escalation, and resolution of end-user issues.

Technical Support:

• Provide comprehensive desktop support for Mac and PC users, addressing hardware and software issues efficiently.
• Support end users with issues related to network connectivity (home & office), printers, corporate email, handheld devices, scanners, and multiple software applications.
• Administer and troubleshoot Office 365 applications such as Outlook, Word, Excel, PowerPoint, Teams, SharePoint, and OneDrive.
• Provide support for Adobe Creative Cloud applications, including installation, authentication, and access issues.
• Utilize SCCM and JAMF for software deployment and management, ensuring smooth application installations and updates.

Inventory & Asset Management:

• Oversee general inventory management, including tracking and maintaining hardware (CMDB) and software assets.
• Utilize tools such as ITAM, JAMF, SCCM, and Power BI to maintain the integrity and accuracy of the asset inventory.
• Perform desktop refreshes as needed.

AI Integration & Support:

• Assist end users with AI tools in office products, ensuring smooth operation and productivity.

Documentation & Compliance:

• Maintain accurate and up-to-date documentation of technical procedures, troubleshooting steps, and system configurations.
• Achieve and maintain monthly SLA targets for:
• Incidents: 93%
• Service Request Tasks: 84%

Additional Responsibilities:

• Configure and troubleshoot email clients, such as Microsoft Outlook.
• Deploy and support mobile devices (Android and iPhone) for all users.
• Lead and supervise IT projects as directed by the Regional Manager.
• Document and update desktop support processes.
• Manage Azure AD and On-Prem AD administration.
• Ensure proper anti-virus and malware protection.
• Understand and manage login scripts.
• Identify and resolve software, network, and hardware malfunctions.

Qualifications:

• Experience: Minimum of 5 years in desktop support or a similar role.
• Education: Degree in Information Technology, Computer Science, or a related field.
• Certifications: Relevant certifications (e.g., Microsoft, Apple, CompTIA, A ) are a plus.
• Technical Skills:
• Strong knowledge of PC/Mac OS, hardware, and software troubleshooting.
• Proficiency in SCCM, JAMF, Office 365, and Adobe Creative Cloud applications.
• Familiarity with ServiceNow or similar ticketing and asset management tools.
• Inventory Management: Experience in general inventory management and asset tracking.
• AI Integration: Familiarity with AI-driven office solutions.

Job Types: Full-time, Contract

Pay: $30.00 - $34.00 per hour

Expected hours: 37.5 per week

Schedule:

• 8 hour shift
• Monday to Friday

Application Question(s):

• Email Address -

Education:

• Bachelor's (Preferred)

Experience:

• desktop support or a similar role.: 6 years (Preferred)
• PC/Mac OS, hardware, and software troubleshooting: 5 years (Preferred)
• SCCM, JAMF, Office 365, and Adobe Creative Cloud: 4 years (Preferred)
• ServiceNow or similar ticketing and asset management: 3 years (Preferred)
• Inventory Management: 1 year (Preferred)
• AI Integration: 1 year (Preferred)

Ability to Commute:

• Troy, MI (Preferred)

Ability to Relocate:

• Troy, MI: Relocate before starting work (Preferred)

Work Location: On the road

Salary : $30 - $34