Desktop Support Analyst

Desktop Support AnalystThe Desktop Support Analyst is responsible for resolving all tier-2 support incidents and work orders, including those impacting or involving end-users on Windows and Mac environments. The Analyst's primary responsibility is to follow best practices to find secure, agile, flexible, and reliable solutions that support the company’s growing Windows and Mac environments. Additionally, the Analyst must be able to manage the complex software requirements often necessary to support the varied roles of the end-user.Primary responsibilities:Participate on a cross-functional team providing support to Windows and Mac equipment.Diagnose and resolve unique, nonrecurring problems associated with application software and operating systems; determine the source of problems and classify their level, priority and nature.Configure, deploy, maintain, troubleshoot and support computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment.Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems.Document procedures, standards, best practices configurations, settings, installation sequences and back-out instructions.Be able to routinely lift 35 lbs. (16 kg)Position requires 60% walking as the team supports users in multiple buildings on multiple floors.Requirements:Minimum of three years related experience required in technical support and customer service.Strong communication skills and exceptional customer service orientation.The candidate must exhibit task and time management skills, oral and written communication skills, technical expertise, and a dedication to resolve problems effectively and efficiently while minimizing disruptions.Solid knowledge of all current Windows 7, Windows 10, Mac OS, and hardware.Experience with enterprise wide OS/application refresh projects.Experience supporting Microsoft standard desktop applications including Word, Excel, PowerPoint, Exchange, Visio, SharePoint, and Outlook.Experienced in supporting standard enterprise software, such as Anti-virus/malware client, VPN, etc.Experience with enterprise drive encryption technologies such as Bitlocker/MBAM.Experienced in supporting tablet and mobile devices in an enterprise setting.Ability to effectively present information and respond to questions from groups of managers, clients and customers.Ability to work independently and collaboratively with diverse groups in a team environment using logic based troubleshooting skills.Exceptional interpersonal skills, with a focus on listening and questioning skills.Ability to effectively prioritize and execute tasks in a high-pressure environment.Experience working in a team-oriented, collaborative environment.Able to demonstrate progressive experience in the field of technical support.Experience supporting Active Directory and SCCM.Ability to be flexible and adapt / react to dynamic industry and rapid changes in information technology.Self-motivated, proactive, independent and responsive; requires little supervisory attention.Ability to maintain customer focus during difficult circumstances.Ability to manage multiple priorities in a fast-paced environment.Ability to lift and deploy IT equipment amongst multiple floors/buildings.