Desktop Support Analyst

CEI’s direct client has an immediate need for a Desktop Support Analyst role, PFB the job details and if you are interested then please respond ASAP with the following details for a telephonic discussion with the client.

• Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction.
• Manage and triage multiple incoming priorities effectively by understanding customer needs and meeting service level requirements.
• Train and mentor other team members on best practice solutions, etc.
• On-call Rotation (PIC).
• Troubleshoot local printer problems and coordinates maintenance for printers.
• Lead team projects, while continuing to balance day to day role.
• Identify and Research incident correlations and escalate accordingly.
• Identify and Communicate to team new ways to improve our quality of service.
• Act as a liaison on behalf of the BEST Team to identify and document new first level support opportunities from other IT organizations.
• Provide complex and unique technical troubleshooting assistance to customers across business units.
• Manage and triage multiple incoming priorities effectively by understanding customer needs and meeting service level requirements.

• Minimum of 4 years’ experience resolving end users’ hardware and software issues in an IT environment.
• Working knowledge of Windows 7, Windows 10, Microsoft Office Suite, Active Directory, VPN, Citrix, VDI, networking and remote tools.
• Excellent verbal and written communication skills.
• Excellent teamwork skills.
• Excellent technical skills.
• Excellent analytical, reporting and documentation skills.
• Dedication to customer service.
• Problem solving skills including triage and rapid decision making.
• Ability to logically adapt in any customer service scenario.
• Ability to manage to resolution a severe and pervasive outage.
• Undergraduate degree in an Information Technology discipline or equivalent combination of education and work experience.
• Minimum of 4 years of demonstrated working knowledge of Microsoft Exchange environment.
• Minimum of 4 years of demonstrated working knowledge of Active Directory administration.
• Minimum of 4 years of demonstrated working knowledge of networking monitoring tools and basic troubleshooting.
• Minimum of 4 years of demonstrated working knowledge of CISCO telephony and associated troubleshooting.
• Minimum of 4 years of demonstrated experience with IT Service Management tools, with a strong preference for Service Now.
• Minimum of 4 years of working within an ITIL methodology.
• Microsoft Certified Professional, A+, and Net+ certifications are preferred.