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Organization
Job Title
DESKTOP SUPPORT ANALYST
Location
New York, New York
Country
United States
Region
NY Metro
Reference Number
1592
Position type
Permanent
Category
Retail
Job Function
Information Technology
Experience level
Mid to Senior Level

DESKTOP SUPPORT ANALYST

Specific Responsibilities:

Customer service-oriented Desktop Support Analyst to provide technical support to users in an efficient and accurate manner. The Desktop Support Analyst will be on the front line and will solve basic technical problems and provide support for all assigned areas.  Areas of support may include, but are not limited to, core operating systems (such as Macintosh and Windows), software distribution, and anti-virus solutions.

Description:

  • Operation and delivery of distributed services to agreed service levels
  • Administration and maintenance of distributed services including hardware and software
  • Creation and maintenance of documentation, such as policies, procedures, and work instructions related to Client End Point Technology
  • Follow established IT department procedures, such as Change Control, Problem Management and Asset Management
  • Provide second level contact and convey resolutions to customer issues
  • Properly escalate unresolved queries to the next level of support
  • Track, route and redirect problems to correct resources
  • Update customer data and produce activity reports
  • Walk customers through problem-solving process
  • Follow up with customers, provide feedback and see problems through to resolution
  • Utilize excellent customer service skills and exceed customers’ expectations
  • Ensure proper recording, documentation and closure
  • Recommend procedure modifications or improvements
  • Develop technical supporting documentation for IT equipment and systems
  • Identify process improvement needs and propose solutions
  • Perform or assist in miscellaneous department admin, support functions or projects as needed; i.e. new branch openings, upgrades, extended hours coverage, etc.
Skills and Requirements:
  • We are looking for candidates with 2 to 5 years of related experience only.
  • Must have general knowledge of active directory and have experience troubleshooting hardware and software issues in a corporate environment.
  • Ability to work collaboratively with peers in NY and the field to ensure IT policies and processes are being followed across the US
  • Proven working experience in providing desktop support
  • Proficiency in English
  • Working knowledge of desktop software Remedy force, databases and remote control
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Customer-service oriented
  • Knowledge of Mac and PC operating systems
  • Functional Competencies: ITIL, SLA Management, Problem Management, Incident Management, Trouble Shooting
  • Excellent organizational skills and detail-orientated
  • Must be able to lift 50+ lbs
  • Ability to effectively deliver services in a high volume, team environment
  • MUST NOT have an “it’s not my job” mentality

Competencies

  • Expert working knowledge of client technologies, such as:
    • Desktop and laptop hardware (Mac, HP, IBM)
    • Windows and Mac OS
    • Mobile Devices (iPhone, Android)
    • Registry and Permissions
    • Active Directory
    • MS Office Suite
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