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Desktop Support Analyst 2-520171

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The role of Desktop Support Analyst is to help employees with all facets of the corporate computing environment. The Desktop Support Analyst must combine an understanding of Macintosh & 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.



• Level 2 support

• Very strong customer services skills 

• Strong tech background

• Basic networking skills

• Knowledge of Mac and PC


 RESPONSIBILITIES INCLUDE (but are not limited to):

• General user support

• Supporting users with blue jeans issues

• Helping around site

• Help support the networking team

• Installation of programs 

· 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

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