Desktop Support Engineer

Detailed JD:

The Associate Service Desk Analyst is responsible for providing IT first level support through various contact channels, as part of the Service Center which is the enterprise single point of contact for handling IT incidents and service requests.

How you will make an impact:

Answers incoming telephone, voicemail, e-mail and in person requests for assistance from users experiencing problems with computer related technologies such as Windows administration, Citrix, and remote connection support

Recognizes problems, researches, isolates, resolves and follows up, as well as logs and tracks calls using an incident management tracking tool

Provides remote support and resolutions pertaining to client PC, laptops, virtual desktop, mobile devices, etc. and production business applications on site as well as remotely

Responsible for after hour, on call support for Enterprise IT escalations

Identifies, troubleshoots, and resolves hardware (non-dispatched) and software failures that prevent a user from employing an existing IT service

Manages their own queue and resolves the issue within the established SLA.

Registers IT issues in an Incident Management tracking tool and assigns either to themselves or escalates to a queue managed by additional support teams

Moves the location of existing IT resources by adding new software, upgrading software, and changing the configuration of user settings in software (non dispatched)

Sets up new users, modifies access for existing users and installs standard applications in the desktop environment (no Security or permissions access is handled by Analyst)

Documents the processes needed to support any new software that is added to the environment as it relates to the desktop image or associated functions

Creates reports and analyzes data to identify solutions that meet business goals

Analyzes current processes and identifies existing or potential problems in order to discover new process improvement opportunities

Performs other duties as requested or assigned

What we look for:

1+ years of experience in level one (helpdesk support) in Windows based environments

High School diploma

Detail oriented and problem-solving capabilities

Experience with Citrix, active directory, and Office MS 365 preferred

Ability to coordinate and prioritize multiple tasks in fast paced, high pressure environments

Strong analytical and quantitative skills to resolve difficult problems

Partner with the business to identify, document and prioritize business requirements

Ability to prepare various forms of reports, correspondence and presentations using data visualization techniques

Ability to quickly extract and communicate key insights from complex data and details

Advanced skills in Microsoft Excel, PowerPoint, Visio, and Outlook