Desktop Support Analyst

Desktop Support Analyst

The primary responsibility of this position will be to provide technical support of desktop & laptop computers, applications, and SaaS platforms such as Office 365, MS Teams, Salesforce and HubSpot. The position will also perform installation and testing of computer systems and peripherals within established guidelines and may also assist in the maintenance and testing of network servers, and associated equipment, as well as other duties as assigned. The employee in this position also assists in the maintenance and testing of network servers and associated equipment. The position’s responsibilities require independent analyses, communication and problem solving. Work is performed with little supervision and requires strong initiative and good judgment.

Ideal Candidate Qualifications:

• Must have excellent written and verbal communication and good documentation skills
• Deep understanding and familiarity with Windows 10/11 operating systems, Office 365 and MS Teams
• Experience with Microsoft Office 365, Active Directory
• Experience with installing, testing, and troubleshooting Windows 10/11 systems
• Excellent customer relationship skills
• The ability to work with a small, highly agile team
• The ability to adapt to rapidly changing requirements and strategies
• Ability to troubleshoot basic networking issues and demonstrate that knowledge (OSI network layers, TCP/IP, DNS, DHCP, VPN)
• Manage incident lifecycle, creating, tracking, and escalation to achieve final resolution and ensure user satisfaction
• Maintain confidentiality of member and employee records and data
• Responsible for documenting policies and procedures
• Responsible for maintaining current and accurate equipment asset records
• Responsible for maintaining current catalogue of all software licenses
• Strong presentation skills to provide staff training sessions

Requirements:

• Minimum of 4 years of experience in a desktop support role in IT
• Strong organizational, prioritization and multi-tasking capabilities
• Must have excellent customer service, communication, documentation, and analytical skills
• Must have strong interpersonal skills and willing to be a team player
• Must be willing to travel locally between multiple supported locations (as needed)
• Must be able to lift and carry heavy equipment
• Occasional off-hours or weekend work required
• Must have excellent customer service, communication, documentation, and analytical skills
• Must have strong interpersonal skills and willing to be a team player