Desktop Support Analyst Consultant

Responsibilities:

• To work closely with management and clients to ensure problems are understood clearly, PRA-IT standards and procedures are adhered to, and problem resolution time is kept to a minimum.
• To demonstrate and promote customer service excellence in all client dealings.
• To show initiative when dealing with service issues and identify and communicate any changes or enhancements, while respecting the organizations promotion of standardization.
• To escalate issues that may potentially affect the clients and business units in a timely manner.
• To provide representation of local business needs and variations to the client support technology team in the development and implementation of technical standards.
• Provide Tier 2 support in the operation and management of Windows desktops/laptops
• Manage various medium-to-complex project initiatives, upgrades, and maintenance activities
• Monitor support queues for new tickets and respond accordingly
• Troubleshoot system/application issues of medium-level complexity and escalate issues appropriately
• Develop utilities to streamline standards and deployments methodologies
• Maintain and support all Audio-Visual equipment including video conferencing
• Work with external vendors to resolve hardware and software issues
• Configure and deploy equipment for new hires (laptops, desktops, iPads, iPhones)
• Install hardware and software as needed by the business
• Maintain asset and configuration management documentation for all devices and end-users
• Development and deployment of unattended operating system installations for workstations/desktops/laptops
• Work with end-users to develop an understanding of their business requirements
• Create and maintain knowledgebase solutions
• Enter all requests and incidents into ticketing system according to IT policies
• Update ticketing system and documentation according to IT policies
• Create and modify support documentation as related to the corporate infrastructure

Skills:

• Working knowledge of Microsoft services and tools such as O365, Azure, Sharepoint, OneDrive, and Active Directory
• Experience supporting conference room technologies (Microsoft Teams is a preference)
• Deploying and configuring systems using imaging tools such as SCCM and AutoPilot

Compensation:
The pay rate range above is the base hourly pay range that Aditi Consulting reasonably expects to pay someone for this position (compensation may vary outside of this range depending on a number of factors, including but not limited to, a candidate’s qualifications, skills, competencies, experience, location and end client requirements).
Benefits and Ancillaries:
Medical, dental, vision, PTO benefits and ancillaries may be available for eligible Aditi Consulting employees and vary based on the plan options selected by the employee.