Desktop Support Analyst ( EUC)

Job Description:

Primary Skillset :

• Desktop services : Windows, MAC - Providing support for end-user devices and break-fix for all users

• resolve underlying Infrastructure/Application Issues

• Basic knowledge of TCP/IP as well as Network Hardware, such as routers, switches, hubs, etc. including their functions and capabilities. Microsoft Windows Server technology.

• Experience in home networks and Wi-Fi in an effort to troubleshoot such issues.

• Must follow ITIL processes and procedures and ITIL framework certification preferred.

• Providing support for end-user devices and break-fix for all users

• Coordinate with Both End Users and the Technical team to resolve underlying Infrastructure/Application Issues

• Availability to provide support during holidays as requested by customers.

• Basic experience in a Help Desk and Technical Support environment.

• Knowledge of ServiceNow is preferred or a similar ticketing system is desired.

• Demonstrate knowledge in all activities associated with incident, problem, and request resolution management of end-user PC hardware and software issues in both Mac & Windows operating environments.

• Experience in the following: Most current Microsoft Windows Operating System as well as Microsoft Office Products

• Managing Zoom Meeting console and meeting rooms

• Basic knowledge of TCP/IP as well as Network Hardware, such as routers, switches, hubs, etc. including their functions and capabilities. Microsoft Windows Server technology.

• Experience in home networks and Wi-Fi in an effort to troubleshoot such issues.

• Experience in Security Administration of Active Directory. Not required for this position but a plus if the applicant has experience in employee additions, transfers, and deletions. Have experience in creating security groups and also experience in server security access.

• Must follow ITIL processes and procedures and ITIL framework certification preferred.

• Ability to work well with others in a team environment including as a member of possible rotational assignments, or as part of a project team

• Handle user device issues & break fixes wherein all user tickets will be routed through the Service Desk.

• All incidents or service requests will be assigned priority as per company policy and accordingly worked upon by deskside teams for resolution or in case requiring device OEM (Original Equipment Manufacturer) support, would be triaged to respective OEM’s.

• Coordinate Dispatch support