Desktop Support Specialist

We are seeking a help desk analyst responsible for providing technical support and assistance to end users on various issues related to laptops, applications, network, MS Outlook, printers, AV set up, etc. The help desk analyst troubleshoots both Windows and Mac computers remotely or onsite, and escalates problems to the next level analysts when required. The help desk analyst also records, tracks, and documents the problem-solving process, and performs post-resolution follow-ups to ensure customer satisfaction.

Responsibilities:
· Assist end users on laptop issues, application, network, MS Outlook, printers, AV set up, etc.

· Troubleshoot both Windows and Mac computers remotely or onsite.

· Identify and learn appropriate software and hardware used and supported by the organization.

· Build rapport with customers.

· Prioritize and schedule problems. Escalate problems to the appropriately next level analysts when required.

· Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

· Apply diagnostic utilities to aid in troubleshooting.

· Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

· Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.

· Test fixes to ensure problem has been adequately resolved.

· Perform post-resolution follow-ups to help requests.

· Develop KB articles on frequently asked questions lists for end users.

Skills:
· Security Tools knowledge, Ivanti, Beyond Trust, Sophos EDR

· AV set up, WebEx, MS Teams, Meeting Center

· Networking, Windows, Linux, Mac knowledge

· Office 365, AD, Domain Controller, Vms

· Racking & Stacking of Servers, Network devices

· Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.

· Strong documentation skills.

· Ability to perform L1 troubleshooting of Network and VPN.

· Ability to absorb and retain information quickly.

· Ability to present ideas in user-friendly language.

· Highly self-motivated and directed.

· Keen attention to detail.

Job Types: Full-time, Contract

Pay: $25.00 - $35.00 per hour

Experience level:

• 2 years

Schedule:

• 8 hour shift

Work Location: In person