Desktop Support Analyst

Team Lead at Avance Consulting & Wisestep Champ

Job Summary: As a Tech bar analyst you will assess, troubleshoot and resolve employee requests in person as needed daily. Requests will vary from hardware and software to corporate infrastructure related issues requiring on‑site analysis & resolutions. You’ll provide outstanding customers service while managing engagement between end users, operational leadership, and IT teammates.

Required Skills/Experience

• Experience collaborating with various teams in a service‑oriented customer‑success environment
• Experience troubleshooting issues, researching solutions, and problem‑solving efficiency
• Ability to learn & adapt quickly to new technologies and business requirements
• Ability to solve complex incidents by applying well‑known documented solutions and processes, while maintaining task ownership to completion with minimal direct supervision
• Ability to communicate with different audiences, regardless of technical understanding, across multiple channels including face to face, instant messaging, emails, and video conferencing
• Ability to leverage attentive listening to understand and empathize with customer needs
• Experience suandropporting various OS in an enterprise environment including:
  • MacOS (primary)
  • Windows 10 (secondary)
  • iOS
  • Android
• Experience supporting various hardware in an enterprise environment including:
  • Apple Laptop (primary)
  • Dell / HP Laptop (secondary)
  • Apple and HP desktops
  • Corporate‑owned mobile devices (IOS/Android)
  • Standard peripherals
• Experience supporting and troubleshooting corporate networks and remote user environments
• Experience supporting and troubleshooting L1 Active Directory related issues
• Experience on endpoint security tools L1 (Anti‑virus / Firewall / Two‑factor authentication)
• Experience supporting and troubleshooting conference room tools L1 (Audio / Visual) as needed
• Adherence to security policies and corporate best practices
• Ensuring support content is accurate and up to date (Knowledge base maintenance)

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Information Technology

Industries

IT Services and IT Consulting