Desktop Support / Service Desk Analyst

Job Description

Premier, global reinsurance firm seeking a IT Desktop Support / Service Desk Analyst

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I have been supporting this client for 20+ years, and I can sincerely say they have the best, most employee centric, corporate culture of any client I’ve worked with. Their global team shares a passion for solving their customers’ problems through a collaborative and entrepreneurial culture that empowers employees and rewards creative thinking.

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This position is an in-office role in midtown NYC, very close to all transportation hubs.

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Position Summary:

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This individual will provide front-line Tier 1/2 technical support (either by phone or in person) to local and global users, and report to the IT Lead - Services & Ops Manager. This position will require the individual to interface with the various local and global IT members. This individual will need to efficiently and effectively manage problems reported to or logged within out trouble tracking system by business members and manage them in accordance to established SLA’s. Core responsibilities of this position are listed below, which include but not limited to troubleshooting user endpoint problems, drive/own/action IT tasks, execute on project deliverables and work within established IT processes/procedures.

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Principle Accountabilities:

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• Serve as the first point of contact for end-user IT support requests via phone, email, and ticketing systems.
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• Troubleshoot and resolve issues related to Windows 10/11, Mac OS X, Microsoft 365, and common enterprise applications.
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• Provide support for OS, enterprise applications, utilities, and basic server OS troubleshooting.
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• Support desktops, laptops, mobile devices, PCs, printers, and peripherals.
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• Perform user account management tasks (e.g., Active Directory, Exchange, Azure AD), including provisioning and group management.
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• Utilize remote support tools (e.g., SCCM, Patch My PC, Altiris SMA, Intune, Beyond Trust (Bomgar)) to resolve issues efficiently.
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• Escalate complex or unresolved issues to Level 3 support teams.
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• Troubleshoot system alerts and escalate when required.
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• Document incidents, resolutions, and detailed troubleshooting records; contribute to the IT knowledge base.
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• Assist with hardware setups, software installations, and system imaging.
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• Maintain accurate records of IT assets and ensure compliance with internal policies.
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• Support Mac & Windows device deployment and management, including enrolment, configuration, and lifecycle maintenance.
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• Ensure Mac & Windows security compliance in line with corporate policies and industry best practices.
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• Administer and support Apple Business Essentials for device management and user provisioning.
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• Follow ITSM and HAM processes.
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• Collaborate with the Global EUC Team, Infrastructure Engineering, and Application Support Team.
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• Participate as a technical resource for incident response, disaster recovery, and testing.
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• Provide out-of-office support, queue monitoring, including basic technical support and issue resolution, while communicating with the on-call team.
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• Assist with remediation of identified vulnerabilities.
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• Provide user training on systems and applications.
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Professional/Technical competences:

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Required:

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• 3+ years of experience in a technical support or helpdesk environment.
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• Degree in IT, an IT apprenticeship, or relevant work experience
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• Proficiency in supporting Windows and Mac OS X operating systems.
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• Experience with Mac device deployment, management, and security compliance.
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• Familiarity with Microsoft 365, Active Directory, and basic networking concepts.
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• Experience using inTune, Patch My PC, or Altiris SMA for software deployment and patch management.
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• Strong communication and customer service skills.
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• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
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• A relevant IT certification (e.g., CompTIA A+, ITIL Foundation) is a plus.
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Preferred:

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• Experience with ITSM tools (e.g., ServiceNow, Jira Service Desk).
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• Exposure to mobile device management (MDM) platforms.
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• Familiarity with Apple Business Essentials.
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• Basic scripting knowledge (e.g., PowerShell) is a bonus.
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