Desktop Support Analyst

Position: Desktop Support Analyst

CentraLink is a management consulting, technology services and outsourcing firm with offices in Los Angeles and New York. Since 2001, clients have entrusted CentraLink to support their aggressive growth plans, improve margins and increase productivity. CentraLink is renowned for providing customized strategies that keep its clients well prepared for the ever changing market forces.

CentraLink consultants are experts in helping clients attract and retain customers, increase shareholder value and execute projects that turn strategy into measurable results. The core capabilities are rooted in consulting, technology and outsourcing.

CentraLink serves Fortune 100 and mid-size businesses with extensive capabilities across all industries and business functions.

The primary focus of the Desktop Support Analyst position is to provide technical knowledge and support regarding system and network operations issues for multiple clients.

The Support Technician will play a key role in providing Tier 1 & 2 support for enterprise technology infrastructure, including workstations, basic network and telephony systems, remote users, etc. This individual will effectively interface with staff and/or third parties to understand and diagnose issues; and follow best practices to isolate and effectively resolve them. This individual will work with a team of technicians to solve problems creatively and timely, with the ability to escalate issues to senior technical staff as needed. This job will have the following responsibilities:

Responsibilities:

• Provide technical support for all levels of staff and end-users.

• Interact with users via phone, e-mail, and IM/chat in the effort to resolve issues in the most

efficient manner.

• Work within a centralized ticketing system to respond to users and document pathways to resolution.

• Provide support for PC users, including office and remote employees.

• Monitor and prioritize incidents and tickets.

• Escalate and/or work in tandem with appropriate people from within and outside the organization on unresolved issues.

• Utilize/mobilize all third-party/partner technical resources to solve problems where necessary.

• Maintain call records, notes and logs; and record resolution details.

• Install and configure workstation, telephony, video, and mobile hardware/software as required.

• Maintain hardware and software inventory.

• Communicate and provide guidance and knowledge transfer to other resources within the organization on issues/problems and resolution.

Position Requirements:

• Excellent communication, documentation, and customer service skills.

• Ability to work effectively both individually and as part of a team.

• 3+ years of experience providing IT support, including Windows Server / Active Directory, Office 365, Exchange Online, etc.

• Advanced competency in Microsoft applications including Word, Excel, and Outlook.

• Experience with Cisco products (Cisco Meraki, wireless, etc)

• Experience working with an MSP is ideal

Working Conditions:

· This is an on-site position at a manufacturing company in Garden Grove, CA.

· Must be able to lift 50-70lbs, carry, and reposition all parts of user workstations, network appliances, printers & servers. Consecutive hours spent sitting in front of computer monitor and using keyboard and mouse.

· May need to travel to local clients