Desktop Support Analyst 2
Location: Mountain View
Posted on: March 18, 2023
The role of Desktop Support Analyst 2 is to help employees with all facets of the corporate computing environment. The Desktop Support Analyst must combine an understanding of Mac & 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. Responsibilities --- 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 Qualifications --- 3-5 years of Service Desk or Desktop Support experience for both PC and Mac required --- Experience working with multiple customers face to face in a 'Genius Bar' type of corporate environment is preferred --- Strong interpersonal/communication skills with the ability to communicate with technical and non-technical users effectively --- Passionate about providing excellent customer service and follow-thru to completion --- Minimum of an Associate's Degree in a computer technology or equivalent from two-year College or technical school --- Familiarity supporting Mac OS X & Windows 10 --- Previous experience with Microsoft Office is preferred --- Good problem solving, diagnosis and troubleshooting skills --- The ability to work under pressure in a fast paced environment is a must --- Familiarity with wired and Wi-Fi Networking with Windows Active Directory --- Familiarity with Exchange, AD, Software Distribution Systems, and related technologies --- Familiarity with Video Conferencing support and communication technologies such as Jabber and Blue Jeans is a plus --- Familiarity with ticketing systems such as Service Now is a plus --- Strong mobile support (Android, iOS, etc) experience --- Ability to work independently and within a team
Windows, Mac, desktop support, Outlook, Exchange, iPhone, Customer service, Help desk, Help desk support
Top Skills Details:
Windows, Mac, desktop support, Outlook, Exchange, iPhone,Customer service
Additional Skills & Qualifications:
Though technical ability is very important, the cultural fit is what the manager is heavily screening for. Finding technicians that are able to speak with users and build a relationship with them rather than treating them like a transaction is his #1.
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
We are an equal opportunity employers and will consider all applications without regard to race, genetic information, sex, age, color, religion, national origin, veteran status, disability or any other characteristic protected by law. To view the EEO is the law poster click here. Applicants with disabilities that require an accommodation or assistance a position, please call 888-472-3411 or email email@example.com. This is a dedicated line designed exclusively to assist job seekers whose disability prevents them from being able to apply online. Messages left for other purposes will not receive a response.
Keywords: TEKsystems, Mountain View , Desktop Support Analyst 2, Professions , Mountain View, California
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