Desktop Support Analyst

Everest Consultants • Santa Monica, CA

444d • $61,360 - $67,600

About The Position

The Desktop Support Analyst is a contract position focused on providing Level-2 technical support for both MAC and PC environments. The role involves delivering exceptional customer service, managing technical issues, and collaborating with various teams to ensure effective resolution of end-user problems. The analyst will utilize tools such as SCCM and JAMF for software deployment, support Office365 and Adobe applications, and oversee inventory management while assisting with AI integrations in office products.

Requirements

• 5+ years of IT experience
• Proven experience in progressive IT roles within a large, complex organization
• Bachelor's degree in a technical discipline or equivalent working experience
• Experience in delivering support to a diverse company
• Proven ability to communicate effectively throughout all levels of associates
• Excellent analytical and problem-solving skills
• Excellent communication, presentation, influencing, and relationship-building skills
• Ability to connect and guide teams through rapid change
• Demonstrated success guiding large scale initiatives across an enterprise
• Willingness to travel depending on current needs
• Strong research and troubleshooting skills for complex network, software, or hardware issues.

Nice To Haves

• In-depth knowledge of Azure AD & On-Prem AD administration
• Familiarity with anti-virus and malware protection
• Understanding of login scripts.

Responsibilities

• Deliver exceptional customer service by effectively communicating with users to understand issues and providing timely resolutions.
• Evaluate and manage various end user situations and escalate to manager when necessary.
• Work collaboratively with other teams and management for effective information feedback and end user issue resolution.
• Provide comprehensive desktop support for MAC and PC users, addressing hardware and software issues promptly.
• Administer and troubleshoot issues related to Office365 applications, including Outlook, Word, Excel, PowerPoint, Teams, SharePoint, and OneDrive.
• Provide support for Adobe Creative Cloud applications, addressing installation, authentication, and access issues.
• Utilize SCCM and JAMF for software deployment and management, ensuring smooth application installations and updates.
• Oversee general inventory management, including tracking and maintaining hardware and software assets.
• Assist with end user issues and support of AI tools with office products, ensuring seamless operation and user productivity.
• Maintain accurate and up-to-date documentation of technical procedures, troubleshooting steps, and system configurations.
• Achieve and maintain monthly SLA targets for INCIDENTS and SERVICE REQUEST Tasks throughout the year.
• Configure, deploy, and support mobile devices such as Android and iPhones for all users.
• Lead and supervise IT projects as directed by the Regional Manager.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Short-term disability
• Life and AD&D insurance
• 401(k) retirement plan

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Securities, Commodity Contracts, and Other Financial Investments and Related Activities
• Education Level: Bachelor's degree