• Desktop Support Analyst

    Posted Date 4 weeks ago(11/16/2018 10:01 AM)
    Job ID
    2018-1364
    # of Openings
    1
    Category
    Information Technology
  • Overview

    The Desktop Support Analyst will provide first and second line technical support to internal users. The successful candidate will require an aptitude for working with various applications and systems to complete analysis, diagnosis and resolution of user issues in addition to a range of administrative responsibilities.

    Responsibilities

    The Desktop Support Analyst will be responsible for:

    • Resolving Incident Requests, Problems, and Change Requests for all Windows related requests.
    • A high degree of emotional intelligence and the ability to remain calm and maintain proper customer service while dealing with direct customer service issue in a one-on-one in person situation.
    • Administering all office laptops and desktops. First line of internal customer support.
    • Performing back up and file restore.
    • Researching new technologies, evaluating products, writing processes and documentation, and performing training as needed.
    • Responsible for all IT equipment in Phoenix office.
    • Multiple mobile device types, including Android, iOS.

    Qualifications

    Required Skills:

    • Experience administering Office365. Knowledge of MS Word, MS Excel, MS Outlook, Adobe Acrobat, Anti-Virus software.
    • Prior experience with auditing and managing Microsoft Licensing compliance.
    • Ability to design, implement and manage a fault tolerant and highly available Windows infrastructure.
    • Ability to automate routine tasks via PowerShell 3.0-4.0.
    • Expert level knowledge of Microsoft tools and technologies such as BitLocker, SysInternals, Microsoft Deployment Toolkit and Application Compatibility Toolkit.
    • Excellent written and verbal communication skills to work effectively within a fast growing company.
    • Awareness of customer issues and ability to resolve problems in a timely manner.
    • The ability to learn new IT technologies and disciplines.
    • Experience with call center support, understanding of call routing, call queuing, and VOIP.
    • Understanding of network cabling, switches, firewalls, and patch panels
    • Good organization and documentation skills

    Preferred Skills:

    • Experience with ManageEngine Service Desk Plus
    • Experience managing and troubleshooting Apple Mac/OSX devices
    • Experience with Windows 7 and Windows 10 OS deployment methods, database administration, Cisco network experience or training.
    • Experience creating golden desktop and laptop images. Ability to quickly provision needed resources.
    • Experience working with Cisco Meraki devices
    • Familiarity with Wordpress and Zendesk
    • Some experience with VMware VSphere
    • Experience with security levels. Server and laptop security along with experience with anti-virus software and 3rd party security monitoring tools.
    • Experience with production application and back office application deployments.
    • Experience in a 24x7 operation environment.

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