Technical Support Analyst

Technical Support Analyst

MDS is expanding and looking to hire a Technical Support Analyst to work in our Holmdel, NJ Office. This is a full-time permanent position on site.

We are looking for candidates who are flexible with daytime scheduling needed (ex: 8am-5pm or 11am-8pm shift as this customer has EST and PST locations.)

Summary:

The Support Analyst will be responsible for maintaining user uptime and improving computing experiences through effective remote problem identification and resolution while providing exceptional customer service. This person will receive service tickets indicating a user support request, that will need to be identified and will need to resolve the issues.

Duties and Responsibilities:

• Diagnose and resolve problems associated with application software and operating systems; determine the source of problems and classify their level, priority and nature.
• Configure, deploy, maintain, troubleshoot and support computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment.
• Install and support PC, laptop, tablet and mobile hardware and software.
• Maintain inventory of installed software, manage software licensing and create policies and procedures for upgrades.
• Work with hardware and software vendors to verify timely product delivery and ensure that new equipment is installed and ready to operate on schedule.
• Document procedures, standards, best practices configurations, settings, installation sequences and back-out instructions.
• Identifying, troubleshooting, resolving, and documenting user system issues
• Maintaining customer satisfaction in every step of the service delivery
• Utilizing remote monitoring and management software to resolve user requests
• Responding to user support request tickets, calls, and emails
• Updating service work notes
• Maintaining ownership of service tickets throughout the life span of the support request
• Train users to use technology that is required for their job

Essential Qualifications:

• Microsoft 365 including Email, SharePoint, OneDrive, etc...
• Windows Desktop Operating Systems (8, 10, 11)
• Windows Server Operating Systems (2016, 2019, 2022)
• Networking
• Microsoft Office 2016, 2019, 365
• Active Directory understanding and support
• Domain security
• Group policy
• Strong verbal and written communication skills
• Ability to remain calm while handling and prioritizing many tasks simultaneously
• Organizational skills
• Strong technical aptitude in areas of OS repairs, malware remove, and general computer troubleshooting
• Understanding of desktop/laptop/mobile computing platforms and their hardware and software

Nice to have:

• Experience supporting Mac OS computers and Apple products
• Certifications from Microsoft and/or CompTIA
• Experience supporting VDI or virtual desktops
• Email filtering administration
• Backup support for servers and/or desktops