Talent.com
No longer accepting applications
Desktop Support Analyst II

Desktop Support Analyst II

TEKsystemsMountain View, CA, US
30+ days ago
Job type
  • Full-time
Job description

Job Description

Job Description

Top Skills' Details

1. 3-5 years desktop support technician who has experience working with both Mac and Windows OS

2. Experience working at a walk up bar setting to provide technical support in a corporate environment (3 days onsite)

3. Experience providing 100% remote phone support (2 days remote in this role)

Job Description

The role of Desktop Support Analyst 2 is to help employees with all facets of the corporate computing environment. The Desktop Support Analyst must combine an understanding of Mac & Windows with firsthand experience. Excellent communication and interpersonal skills combined with technical skills are essential to providing a “white-glove” level of support to the employee community.

Responsibilities

  • Ability to troubleshoot software, hardware and connectivity issues remotely
  • Ability to understand & articulate root cause on customer issues
  • Experience with installation, upgrade, and maintenance of software, hardware, and peripherals
  • Familiarity with encryption and security tools and triaging within this environment
  • Assist customers in gaining access to various systems and servers
  • Provide support for remote employees using Citrix environments, VDI machines, and Avaya / Cisco telephony
  • Setup and maintain shared mailboxes / distribution lists in Exchange Distribute and patch software using Casper and LANDesk technologies
  • Communicate call trends and challenges in daily team meetings
  • The ability to take on small projects from start to finish
  • Keep Knowledge Base and process documentation up-to-date
  • Work closely with the team to resolve or properly close aging tickets
  • Manage the individual and ticket queue for the team
  • Ensure the highest level of customer satisfaction

Qualifications

  • 3-5 years of Service Desk or Desktop Support experience for both PC and Mac required
  • Experience working with multiple customers face to face in a ‘Genius Bar’ type of corporate environment is preferred
  • Strong interpersonal / communication skills with the ability to communicate with technical and non-technical users effectively
  • Passionate about providing excellent customer service and follow-thru to completion
  • Minimum of an Associate's Degree in a computer technology or equivalent from two-year College or technical school
  • Familiarity supporting Mac OS X & Windows 10
  • Previous experience with Microsoft Office is preferred
  • Good problem solving, diagnosis and troubleshooting skills
  • The ability to work under pressure in a fast paced environment is a must
  • Familiarity with wired and Wi-Fi Networking with Windows Active Directory
  • Familiarity with Exchange, AD, Software Distribution Systems, and related technologies
  • Familiarity with Video Conferencing support and communication technologies such as Jabber and Blue Jeans is a plus
  • Familiarity with ticketing systems such as Service Now is a plus
  • Strong mobile support (Android, iOS, etc) experience
  • Ability to work independently and within a team
    • Create a job alert for this search

    Desktop Support • Mountain View, CA, US