Desktop Support L1

Job Summary: As a analyst you will assess, troubleshoot, and resolve employee requests in person as needed on a daily basis. Requests will vary from hardware and software to corporate infrastructure related issues requiring on-site analysis & resolutions. You’ll provide outstanding customer service while managing engagement between end users, operational leadership, and IT teammates.

Required Skills/Experience:                                                    

• Experience collaborating with various teams in a service-oriented customer-success environment.
• Experience troubleshooting issues, researching solutions, and problem-solving efficiency.
• Ability to learn & adapt quickly to new technologies and business requirements.
• Ability to solve complex incidents by applying known documented solutions and processes, while maintaining work task ownership to completion with minimal direct supervision
• Ability to communicate with different audiences, regardless of technical understanding, across multiple channels including face to face, instant messaging, emails, and video conferencing
• Ability to leverage attentive listening to understand and empathize with customer needs.                  
• Experience supporting various OS in an enterprise environment including:
• MacOS (primary), Windows 10 (secondary), iOS, and Android
• Experience supporting various hardware in an enterprise environment including:
• Apple Laptop (primary), Dell / HP Laptop (secondary), desktops (Apple and HP), corporate-owned mobile devices (IOS/Android), and standard peripherals
• Experience supporting and troubleshooting corporate networks and remote user environments.
• Experience supporting and troubleshooting L1 Active Directory related issues.
• Experience on endpoint security tools L1 (Anti-virus / Firewall / Two-factor authentication)                       
• Experience supporting and troubleshooting conference room tools L1 (Audio / Visual) as needed.
• Adherence to security policies and corporate best practices
• Ensuring support content is accurate and up to date (Knowledge base maintenance)