IT Support Analyst - Desktop
IT Support Analyst - Desktop
Our client is seeking an IT Support Analyst - Desktop to provide responsive, customer-focused technical support across enterprise hardware, software, and systems.
Provides guidance, assistance, coordination and follow-up on requests, questions, problems and malfunctions of systems applications, hardware or software supporting internal and external customers.
Job Responsibilities:
1. Interprets, evaluates, resolves and tests client inquiries or issues pertaining to the functional operation of application hardware and software.
2. Analyzes simple to complex requests, inquiries and issues to determine the appropriate technical area or vendor to resolve problem.
3. Alerts clients and team members in a timely manner when a major problem is suspected.
4. Documents and tracks status of client inquiries/incidents and coordinates appropriate response and follows up to ensure client satisfaction.
5. Translates technical details into business relevant language for our customers.
6. Excellent customer service.
PREFERRED EDUCATION:
Associate degree in Information Science or related field and/or equivalent combination of education and experience. Equivalent experience/training in MCDST. A+, Network+ or MCSE Certifications preferred. Windows 10/11 including proficiency with Microsoft endpoints, M365, and Virtual workspaces in an Enterprise environment.
EXPERIENCE:
Network printer support experience.
Microsoft Office 365 and Outlook support experience.
SCCM/MECM tools for Windows and 3rd party application management desired.
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Experience supporting applications in a regulated environment is a plus
COMPETENCIES – SKILLS/KNOWLEDGE/ABILITIES:
1. Able to participate in an on-call schedule to address afterhours issues
2. Able to lift a minimum of 50lbs
3. Ability to obtain a security clearance
4. Strong oral and written communication skills (e-mail, chat and telephone conversations) with technical and non-technical clients
5. Strong communication and interpersonal skills with technical and non-technical clients
6. Experience in email and user administration
7. Ability to work with a minimum of direct supervision and independently
8. Exceptional customer service skills
9. Proven technical aptitude to include strong troubleshooting skills
10. Detail oriented with good problem-solving skills
11. Ability to work well among a diverse team of individuals as a team player
12. Positive attitude with all customers and co-workers
13. Demonstrates and exhibits initiative and is assertive when necessary
14. Understanding of Active Directory, security groups and best practices
15. Strong organization skills and an ability to follow issues/tasks to completion
Our client is committed to providing a welcoming and respectful workplace where all associates have the opportunity to succeed. As an Equal Opportunity Employer, we ensure that all qualified applicants are considered for employment. Employment decisions are made without regard to race, color, religion/creed, national origin, gender, sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by federal, state, or local law. We value the unique contributions of every team member and believe that a positive work environment benefits everyone.
Qualified individuals with disabilities who require reasonable accommodations in order to apply or compete for positions with our client may request such accommodations by contacting our client's recruiting team.
Our client is a Drug Free and Tobacco Free Workplace.
