Desktop Support Analyst jobs in the United States

About Us

Broadway Support Services is an affiliate company of one of the US's largest and most reputable debt settlement companies. We’re all about helping our customers through a tough financial time in their lives with education and individual customer service. We become our clients' number one advocate to help them reestablish financial stability as quickly as possible.

Overview

We are currently hiring a Desktop Support Analyst. We are an affiliate company of one of the US's largest and most reputable debt settlement companies. We’re all about helping our customers through a tough financial time in their lives with education and individual customer service. We become our clients' number one advocate to help them reestablish financial stability as quickly as possible.

Reporting to the End User Services Manager, the Desktop Support analyst’s primary role is to support, maintain and help improve our infrastructure ensuring the highest levels of customer service. The Desktop Support Analyst will be the first point of contact for our end user population supporting the staff on a variety of desktop initiatives and projects. The candidate must be team-oriented, customer service driven, with the ability to work under pressure with minor supervision. This is a growing fast paced environment.

Responsibilities

• Provide desk side, remote, and phone support to over 2000 users in New York, Nevada, California, Dominican Republic, and the Philippines
• Support and prioritize tickets from end users experiencing issues related to hardware, AWS Workspaces, applications, mobile devices, desk phones, MFP printers, and audio visual
• Partner with HR to process Onboarding and Offboarding requests
• Create, support, and maintain end users accounts, distribution lists, security groups and shared mailboxes through Active Directory and O365 admin portal
• Install, configure, and troubleshoot software packages, including operating systems and 3rd party applications
• Create and deploy desktop images per organization standard
• Maintain asset inventory tracking system
• Manage desktop inventory and purchase hardware and supplies when required
• Support audio visual technologies in shared conference rooms and personal offices
• Perform internal user desk moves as required
• Create and maintain knowledgebase and end user documentation

Qualifications

Character

• Strong problem-solving and analytical skills
• Ability to think strategically and deal effectively with competing priorities and demands
• Proven ability to prioritize and reprioritize work due to changing business/client requirements
• Strong communication skills with the ability to deal with users at all levels
• Collaborative approach and strong relationship-building skills
• Excellent listening skills, to enable the understanding and dissemination of requirements from varied users and executives

Education/Qualifications

• Minimum 3 years of experience in a Helpdesk or Desktop Support position
• Bachelor’s degree in Computer Science, Information systems or equivalent experience
• Technical certifications, such as A , Network , Microsoft Certified Professional (MCP), ITIL is a plus

Practical Experience

• Proven experience supporting Windows 10 and Mac OS
• Prior working knowledge of Microsoft applications including Office Suite
• Active Directory and O365 administration experience
• Prior use of ticketing/IT Service Management systems
• Remote user support
• AWS Workspaces experience – a plus
• Salesforce support experience – a plus
• Twilio Softphone support experience – a plus
• Ability to lift 50 pounds
• Flexibility to work nights or weekends when needed for coverage or special projects

Benefits

Broadway Support Services is a team-oriented environment full of rewards and growth opportunities for our employees. We are dedicated to our employee's success and growth within the company, through our employee mentorship and leadership programs.

Our extensive benefits package includes:

Law BenefitsPrivate insurance

Meal SubsidyReferral ProgramTransportation (Starting at 4:00 PM)Massive Growth OpportunitiesContinuous developmentPrivileged location (City Center)Great Work Environment