[ref. d39369016] Jersey City - Desktop Support Analyst

You will be a crucial part of our team, working on enhancing support services and driving customer satisfaction scores by resolving complex problems and escalating issues as needed.

Responsibilities:

• Provide 2nd level MAC support as well as PC and infrastructure support to ensure a stable technology desk-side environment
• Use strong analytical business skills to proactively identify, document, and escalate issues and requests to limit downtime
• Handle customer escalations and drive them to a logical closure to boost customer satisfaction scores
• Balance competing priorities and maintain the ability to shift focus quickly in response to critical business and customer needs
• Maintain physical inventory of company IT equipment and mobile devices accurately for the site
• Use your operational understanding of MS Office Suite and Teams to support large conference rooms/meetings and their respective technologies including Microsoft Teams Rooms and Crestron meeting rooms
• Work independently and with a team to assist with the imaging, installation, configuration, and ongoing usability of computers, peripheral equipment, and software within established standards and guidelines
• Collaborate with other IT teams as appropriate to determine root causes and resolve problems received from clients
• Provide level 2 desktop support including but not limited to Windows, MS Office (O365), macOS, and proprietary systems
• Leverage your skills in Citrix Technologies, Dell Technologies, EO/IR systems, Mac Computers, Microsoft, Active Directory, Computer Hardware, Configuration Management, Deployments, Deskside Support, JAMF Casper Suite, Jamf Pro, Microsoft SCCM, Windows Intune to perform your duties effectively.
• Minimum of 5 years of experience as a Desktop Support Analyst or a similar role
• Proficiency in Citrix Technologies and Dell Technologies
• Experience with EO/IR systems, Mac Computers, Microsoft, and Active Directory
• Knowledge of Computer Hardware, Configuration Management, and Deployments
• Familiarity with Deskside Support, JAMF Casper Suite, Jamf Pro, Microsoft SCCM, and Windows Intune
• Ability to troubleshoot and resolve hardware and software issues
• Excellent communication skills and the ability to explain complex IT concepts to non-technical staff
• Strong problem-solving skills and the ability to work under pressure
• Proven track record of maintaining IT structural integrity
• Ability to handle confidential information with discretion.