Desktop Support Analyst

Cambridge Associates•New York, NY

1d•$73,700 - $95,800•Hybrid

About The Position

The Desktop Support team provides on-site and remote technical assistance and support related to hardware, software, and audio visual (AV) for colleagues across all 12 offices globally. The team’s vision is to be a first-class global provider of support services by delivering an exceptional customer experience which anticipates needs, provides guidance and works to resolve technology issues for CA staff. The team collaborates with other IT teams to ensure seamless integration and operation of technology across the organization. Desktop Support manages the installation and configuration of hardware and software in addition to being responsible for the on-going maintenance, upgrades and issuing mobile devices, the team also supports A/V technologies throughout the enterprise. The Desktop Support Analyst role is an exciting opportunity for candidates interested in contributing to, and continuing the high standard for service and support. There will be great opportunities to develop an excellent professional skill set and interact with various internal IT and enterprise groups across all levels.

Requirements

Ability to execute tasks and build relationships
Excellent problem and decision making skills
Flexible and open to changing priorities and managing multiple tasks simultaneously
Strong communication skills – both written and verbal
Experience with Windows 11, LAN/WAN, Ethernet, PC Hardware, iOS Support, Active Directory, VC/AV Support, and virtual desktops; advanced proficiency in Microsoft Office, Adobe Acrobat, and ServiceNow preferred.
Ability to be flexible and willing to work evenings/weekends if necessary
Genuine passion for customer service and an interest in emerging technologies

Nice To Haves

BA/BSC degree in Technology and/or Business preferred
ITIL Foundation Level preferred
MCSA and/or A+ completed or in progress preferred
Windows 11 Certification preferred

Responsibilities

Diagnose and resolve issues related to CA hardware, software, CA business applications, operating systems and VDIs to ensure smooth operations. Record, track, and report on all customer incidents through to completion
Configure, deploy, maintain, and troubleshoot hardware, including workstations, laptops, printers, mobile devices, phones, and meeting room equipment, with the highest standard of service and support.
Coordinate, manage and complete tasks and requests, including new hire onboarding, access provisioning, and hardware upgrades.
Provide troubleshooting and support for audio-visual and video conference meetings via Microsoft Teams, Webex and Zoom for both internal and external meetings, to prevent and minimize disruptions. Coordinate and support department, and firmwide meetings and events.
Maintain and update the hardware inventory for end-user devices on-site, ensuring accurate tracking and availability of equipment
Collaborate with IT and cross function teams. Coordinate and Interact with third parties and vendors, contribute to projects, initiatives and pilot programs for service improvements, and share knowledge and best practices with colleagues.