IT Desktop Support Analyst

Rose's Agency • Easton, PA

397d

About The Position

The IT Desktop Support Analyst will join the Level-2 support team, providing essential hardware and software support for both MAC and PC environments. The role involves troubleshooting, managing inventory, and supporting AI integrations, ensuring effective communication and resolution of user issues. The position requires a strong technical background and the ability to work collaboratively within a diverse organization.

Requirements

• 5+ years of IT experience.
• Proven experience in progressive IT roles within a large, complex organization with diverse lines of business and systems.
• Strong background in providing hardware and software support for both MAC and PC environments.
• Experience with SCCM and JAMF for software deployment and management.
• Proficiency in Office365 applications (Outlook, Word, Excel, PowerPoint, Teams, SharePoint, OneDrive).
• Experience with Adobe Creative Cloud applications.
• Knowledge of Azure AD and On-Premise AD administration.
• Familiarity with anti-virus/malware protection and login scripts.
• Experience in troubleshooting network connectivity issues, supporting various types of printers, corporate email, handheld devices, scanners, and software applications.
• Experience in general inventory management, including tracking, and maintaining hardware and software assets.
• Experience in supporting AI tools.
• Excellent analytical and problem-solving skills.
• Excellent communication, presentation, influencing, and relationship-building skills.

Nice To Haves

• Experience in delivering support to a diverse company.
• Ability to connect and guide teams through rapid change and maintain focus on the delivery of strategic initiatives.
• Demonstrated success guiding large scale initiatives across an enterprise.
• Willingness to travel depending on current needs.
• Great research and troubleshooting skills to obtain quick effective solutions for complex network, software or hardware issues.

Responsibilities

• Deliver exceptional customer service by effectively communicating with users to understand issues, providing timely resolutions, and escalating when necessary.
• Evaluate and manage various end user situations and escalate to manager when necessary.
• Work effectively with other HTS teams and management for responsive, effective information feedback, escalation and end user issue resolution.
• Provide comprehensive desktop support for MAC and PC users, addressing hardware and software issues promptly and efficiently.
• 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 and consistent application installations and updates.
• Oversee general inventory management, including tracking and maintaining hardware (CMDB) and software assets and desktop refresh utilizing the corporate ITAM tool as well JAMF, SCCM, PowerBI and other tools to maintain the integrity and accuracy of the asset inventory.
• 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 target for INCIDENTS (93%) throughout the year.
• Achieve and maintain monthly SLA targets for SERVICE REQUEST Tasks (84%) throughout the year.
• Configure and troubleshoot email clients such as Microsoft Outlook.
• 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.
• Identify software application, network and hardware malfunctions and take appropriate action to resolve.

Benefits

• For information and details on employment benefits offered with this position, please visit the company's website.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Administrative and Support Services
• Education Level: Bachelor's degree