Desktop Support Analyst
About The Position
The Desktop Support Analyst provides on-site and remote technical assistance for colleagues across Cambridge Associates’ 13 global offices. The role supports hardware, software, business applications, operating systems, virtual desktops, and audio-visual technologies, with a focus on delivering an exceptional customer experience and resolving technology issues. The analyst collaborates with IT and enterprise teams to ensure technology is integrated and operates smoothly. The role offers opportunities to develop professional skills and work with internal groups across all levels.
Requirements
- Strong ability to execute tasks and build relationships.
- Excellent problem-solving and decision-making skills.
- Ability to adapt to changing priorities and manage multiple tasks simultaneously.
- Strong written and verbal communication skills.
- Experience with Windows 11, macOS, LAN/WAN, Ethernet, PC hardware, iOS support, Active Directory, video-conferencing/audio-visual support, and virtual desktop environments.
- Genuine passion for customer service and interest in emerging technologies.
- Willingness to work evenings or weekends if necessary.
Nice To Haves
- Advanced proficiency in Microsoft Office, Adobe Acrobat, and ServiceNow.
- BA/BSc degree in Technology and/or Business.
- ITIL Foundation Level certification.
- MCSA and/or A+ certification, completed or in progress.
Responsibilities
- Configure, deploy, maintain, and troubleshoot laptops, printers, mobile devices, phones, and meeting room equipment.
- Diagnose and resolve issues involving hardware, software, business applications, operating systems, and virtual desktops.
- Record, track, and report customer incidents through resolution.
- Coordinate and complete service requests, including new-hire onboarding, access provisioning, and hardware upgrades.
- Troubleshoot and support audio-visual and video-conference meetings using Microsoft Teams, Webex, and Zoom.
- Coordinate and support department and firmwide meetings and events.
- Maintain and update on-site inventory records for end-user hardware and ensure equipment is accurately tracked and available.
- Collaborate with IT and cross-functional teams, coordinate with third parties and vendors, contribute to projects and service-improvement initiatives, and share knowledge and best practices.
Benefits
- Annual performance-based bonus
- Comprehensive, competitive benefits package
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
