Desktop Support Analyst Jobs

JOB STATEMENT:

As part of the Technology Support Services team, you will assist personnel with both local and remote support. You will coordinate with management and IT staff to address issues related to existing systems as well as assisting with implementations of new technologies. As a global company we support Guardian divisions from around the globe, but the Desktop Support Analyst role will work primarily within the eastern time zone covering our standard business hours. Some weekend and after-hours work may be required on an ad-hoc basis but not regularly. You will be the initial point person for our IT operations and will be able to resolve, liaise or escalate as required to ensure staff’s continued smooth operations with their computer systems.

The ideal candidate will have a wide range of experience with different systems and applications, a passion for learning new technologies, solving complex technical problems, and helping Guardian staff be more efficient with their technology systems.

ESSENTIAL FUNCTIONS:

• Proactively monitoring Helpdesk incident management system and ensure existing incidents and resolutions are documented;
• Configuring laptops, workstations, and mobile devices according to IT specifications;
• Performing remote and onsite troubleshooting of hardware, software, and networking issues;
• Assist in special projects as required.
• Multi-tasking and solving problems independently while seeking input from others within the entire IT department;
• Efficiently investigate, diagnose, and resolve issues as they arise;
• Following existing procedures for logging and documenting all user support issues, internal system problems, projects, and service requests into the support center’s tracking system;
• Performing support fixes at the desktop level; including installing and upgrading software, installing hardware, configuring systems and applications;
• Maintaining inventory of end-user hardware\software in a timely and consistent manner; and
• Efficiently documenting, tracking, and monitoring issues to completion or escalation handoff;
• Creating new checklists and following existing checklists to ensure a consistent result for routine and common task solutions within IT support services;

QUALIFICATIONS & COMPENTENCIES:

• Experience with an assortment of back-up hardware/software including tape drives, USB drives and Disk-to-disk systems
• Good understanding of scripting, automation, and PowerShell
• Proven experience in supporting the Microsoft stack of technologies (Operating systems, Office productivity suite, Exchange online, Intune)
• Experience with troubleshooting and supporting mobile devices iPhone, iPad, and Android
• Excellent interpersonal communication, time management and customer service skills
• Valid drivers license to visit and assist in other offices
• Industry certifications would be beneficial (CompTIA, Microsoft, Cisco)
• Strong written and verbal communication skills are required with the ability to communicate to all levels of the organization
• At least 2 years of progressive technical support experience; preferably in a financial environment
• Strong understanding of networking concepts including TCP/IP, OSI model, routing, switching, VLANs, subnetting, super subnetting and other networking concepts
• University degree, community college diploma or relevant working experience
• Must be physically able to lift/move desktops & monitors
• Flexible to work shift hours from 8am-6pm local time and occasional overtime and weekends

COMPENSATION:

• Commensurate with experience