About the Role:
We are seeking a proactive and customer-focused Desktop Support Analyst to provide comprehensive technical assistance to our internal users. In this role, you will be the first point of contact for a wide range of technology-related inquiries, ensuring timely and effective resolution to keep our operations running smoothly. Your ability to diagnose issues, implement solutions, and communicate clearly will be crucial to your success.
Responsibilities:
- Serve as the initial point of contact for technology support requests via phone and other communication channels.
- Accurately document all support interactions and resolutions within our service management system.
- Investigate and resolve hardware and software problems across various platforms.
- Deploy and configure end-user hardware and software applications.
- Facilitate technology setups for meetings and presentations.
- Configure and support audio and video conferencing systems.
- Prepare and deploy computer images and user profiles.
- Provide occasional support outside of standard business hours as needed.
- Offer occasional on-site technical assistance to remote office locations.
- Configure and support mobile devices for organizational communication and collaboration tools.
- Manage and maintain printing services and resolve printing-related issues.
- Track and manage the inventory of loaner technology equipment.
- Liaise with external vendors to resolve complex technical issues.
Qualifications:
- Associate's or Bachelor's degree in Information Technology or a related field, or equivalent practical experience.
- Experience providing technical support in a professional environment.
- Solid understanding of Microsoft Windows operating systems.
- Demonstrated experience supporting Microsoft Office productivity suites.
- Familiarity with email systems (e.g., Microsoft Exchange).
- Basic understanding of directory services (e.g., Windows Active Directory, Azure AD).
- Familiarity with fundamental networking concepts and devices.
- Experience utilizing remote support tools to diagnose and resolve issues.
- Experience with remote access solutions (e.g., VPN clients).
- Experience with system imaging processes.
- Practical experience with audio and video conferencing technologies.
- Proficiency in using collaboration platforms (e.g., Microsoft Teams, Zoom).
- Excellent interpersonal, verbal, and written communication skills.
- Professional and customer-centric approach to support.
- Ability to work effectively both independently and collaboratively within a team.
- Strong commitment to providing exceptional customer service.