Desktop Support Analyst

Description

We are seeking a dedicated and skilled IT Desktop Support Analyst to join our Level-2 support team in Troy, Michigan. The ideal candidate will have a strong background in providing hardware and software support for both MAC and PC environments. Experience in utilizing and supporting SCCM, JAMF, Office 365, and Adobe applications is essential. Additionally, the candidate should have experience in 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 Support: Deliver a high level of customer satisfaction by prioritizing user needs, effectively communicating issues, and providing timely resolutions or escalations.
• Issue Management: Evaluate and manage various end-user issues, escalating to management when necessary.
• Collaboration & Teamwork: Work closely with other IT teams and management to ensure efficient feedback, escalation, and resolution of end-user issues, fostering strong customer relationships.
• Technical Support: Provide comprehensive desktop support for MAC and PC users, including troubleshooting hardware and software issues.
• Network & Device Support: Assist end users with network connectivity from home and office, support printers, corporate email, handheld devices, scanners, and various software applications.
• Office 365 Support: Administer and troubleshoot Office 365 applications, including Outlook, Word, Excel, PowerPoint, Teams, SharePoint, and OneDrive.
• Adobe Suite Support: Provide support for Adobe Creative Cloud applications, including installation, authentication, and access troubleshooting.
• Software Deployment: Utilize SCCM and JAMF for efficient software deployment and management.
• Inventory Management: Track and maintain hardware and software assets using corporate ITAM tools, JAMF, SCCM, and Power BI.
• AI Integration: Assist with end-user issues and support AI tools integrated with office products.
• Documentation: Maintain accurate and up-to-date documentation of technical procedures, troubleshooting steps, and system configurations.
• SLA Achievement: Achieve and maintain a monthly SLA target of 93% for incidents and 84% for service request tasks throughout the year.
• Email Configuration & Mobile Device Support: Configure and troubleshoot email clients such as Microsoft Outlook and support Android/iPhone devices.
• Project Management: Lead and supervise IT projects as assigned by the Regional Manager.
• Process Improvement: Document and update desktop support processes to enhance efficiency.
• System Administration: Possess in-depth knowledge of Azure AD and On-Prem AD administration.
• Security & Malware Protection: Familiarity with anti-virmalware protection and login script management.
• Troubleshooting & Resolution: Identify software, network, and hardware malfunctions and take appropriate action to resolve issues.

Requirements

• Experience: Minimum of 5 years of experience 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.
• Service Management Tools: Familiarity with ServiceNow or comparable ticketing and asset management tools.
• Inventory Management: Experience in asset tracking and general inventory management.
• AI Integration: Familiarity with AI-supported office tools.

This role offers an excellent opportunity to work in a dynamic IT environment while supporting a wide range of technologies and users.

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