Desktop Support Analyst II

Top Skills' Details

1. 3-5 years desktop support technician who has experience working with both Mac and Windows OS
2. Experience working at a walk up bar setting to provide technical support in a corporate environment (3 days onsite)
3. Experience providing 100% remote phone support (2 days remote in this role)

Job Description

The role of Desktop Support Analyst 2 is to help employees with all facets of the corporate computing environment. The Desktop Support Analyst must combine an understanding of Mac & Windows with firsthand experience. Excellent communication and interpersonal skills combined with technical skills are essential to providing a “white-glove” level of support to the employee community.

Responsibilities
• Ability to troubleshoot software, hardware and connectivity issues remotely
• Ability to understand & articulate root cause on customer issues
• Experience with installation, upgrade, and maintenance of software, hardware, and peripherals
• Familiarity with encryption and security tools and triaging within this environment
• Assist customers in gaining access to various systems and servers
• Provide support for remote employees using Citrix environments, VDI machines, and Avaya/Cisco telephony
• Setup and maintain shared mailboxes/distribution lists in Exchange Distribute and patch software using Casper and LANDesk technologies
• Communicate call trends and challenges in daily team meetings
• The ability to take on small projects from start to finish
• Keep Knowledge Base and process documentation up-to-date
• Work closely with the team to resolve or properly close aging tickets
• Manage the individual and ticket queue for the team
• Ensure the highest level of customer satisfaction

Qualifications
• 3-5 years of Service Desk or Desktop Support experience for both PC and Mac required
• Experience working with multiple customers face to face in a ‘Genius Bar’ type of corporate environment is preferred
• Strong interpersonal/communication skills with the ability to communicate with technical and non-technical users effectively
• Passionate about providing excellent customer service and follow-thru to completion
• Minimum of an Associate's Degree in a computer technology or equivalent from two-year College or technical school
• Familiarity supporting Mac OS X & Windows 10
• Previous experience with Microsoft Office is preferred
• Good problem solving, diagnosis and troubleshooting skills
• The ability to work under pressure in a fast paced environment is a must
• Familiarity with wired and Wi-Fi Networking with Windows Active Directory
• Familiarity with Exchange, AD, Software Distribution Systems, and related technologies
• Familiarity with Video Conferencing support and communication technologies such as Jabber and Blue Jeans is a plus
• Familiarity with ticketing systems such as Service Now is a plus
• Strong mobile support (Android, iOS, etc) experience
• Ability to work independently and within a team