Vacancy expired!
Job Summary We are looking for talented IT support individuals to provide global enterprise support to internal employees through various intake channels including phone, chat, tickets, and face-to-face support. In this role, analysts will provide global support by troubleshooting, diagnosing, installing, and configuring a variety of hardware and software. Desktop Support Analysts exhibit a high level of professionalism in providing excellent customer service and exercising sound judgment to provide timely resolution of problems. Responsibilities
- Hardware and software troubleshooting for laptops (Apple, Dell, and HP), desktops (Apple and HP), corporate-owned mobile devices (IOS/Android) along with standard peripherals, and hardware provisioning/imaging.
- Troubleshoot, diagnose and resolve connectivity issues and work with Network partner teams as needed
- Troubleshoot, diagnose and resolve a variety of client, mobile, and cloud applications
- Experience supporting and troubleshooting Active Directory related issues
- User and administration of various operating systems (macOS/iOS, Android, Windows, and Linux Ubuntu)
- Access management requests
- Solve complex incidents by applying known documented solutions and processes
- Ability to work issues to completion with minimal direct supervision.
- Adaptability
- Perform all tasks related to the day-to-day operations
- Work in a fast-paced environment, focusing on customer success and driving issues to resolution across several support channels: phone support, chat support, case support, local or face to face support
- Maintain and demonstrate 100% compliance with all written security policies, SOX procedures, and change management controls
- Adapt quickly to new technology and business requirements in a dynamic global environment
- Attend and complete all team training and seek work with others to expand skillset
- Utilize attentive listening to understand the needs of the customer and empathize with them
- Communication and collaboration
- Communicate with different audiences, regardless of technical understanding, across several communication mediums/channels to include but not limited to: instant messaging, emails, video conferencing, or face to face support
- Communicating in different settings and methods including team meetings, conference calls, email, instant messaging, and social media.
- Contribute to ensuring content accuracy and updating internal and customer support documentation as needed
- Partner with the team and business partners to learn new skills, ask for help, and escalate as needed.
- Complete and submit timesheets and time tracking each week
- Maintain calendar hygiene by accepting and/or declining meetings and only inviting those needed
- Maintain and demonstrate 100% compliance with all written security policies, SOX procedures, and change management controls
- Follow all support documentation and standard operating procedures
- BA/BS Degree in relevant technology-focused degree or 2+ years of experience in a desktop support function in a medium to a large enterprise environment
- Ability to balance multiple needs/tasks across various audiences
- Understanding of business processes and ability to translate business requirements
- Strong verbal and written communication and documentation
- Strong team player with customer success focused mindset
- Strong troubleshooting and problem-solving abilities
- Strong adaptability to change
- Must be self-motivated and able to work in a fast-paced environment
- Polycom and Video Conferencing solutions experience
- Linux support experience
- Salesforce Certified Admin
- Knowledge of desktop security
- Experience with macOS, Windows, iOS, and Android
Vacancy expired!