Desktop Support Analyst

Job DescriptionJob Description

We are seeking a Desktop Support Analyst to join our team. This role offers a long-term contract employment opportunity. The Desktop Support Analyst will be responsible for a variety of tasks, including advanced service, repair, and installation of computer products, providing technical support to customers, and maintaining customer satisfaction.

Responsibilities:

• Handle advanced service, repair, and installation of computer products, including system hardware and software.

• Provide Tier 2 level support and escalate problems and issues to a higher level of support as needed.

• Process information accurately and timely to ensure compliance with vendor warranty requirements.

• Maintain the highest level of customer satisfaction by resolving all tangible problems and concerns.

• Adhere to client policies and procedures while maintaining the integrity of the customer’s data.

• Update and maintain work order tickets in the client’s ITSM tool.

• Coordinate across multiple departments/vendors to provide support.

• Respond to technical questions or requests for information from customers.

• Train less experienced technicians.

• Utilize Cisco Technologies, Citrix Technologies, Computer Hardware, Dell Technologies, Active Directory, Apple Devices, Backup Technologies, and Configuration Management skills in daily tasks.

• Proficiency in Cisco Technologies is essential
• Demonstrated experience with Citrix Technologies
• Solid understanding of Computer Hardware
• Familiarity with Dell Technologies
• Strong knowledge of Active Directory
• Ability to handle and troubleshoot Apple Devices
• Proficient in Backup Technologies
• Experience with Configuration Management in IT environments
• Excellent problem-solving and communication skills
• Ability to work effectively both independently and as part of a team
• Strong organizational skills and attention to detail
• Proactive in learning new technologies and procedures related to the role
• Bachelor's degree in Information Technology, Computer Science, or a related field is preferred
• Relevant professional certifications are a plus

Location: Indianapolis, IN, US

Posted Date: 11/1/2024