IT Desktop Support Analyst

• Ability to work with external vendors to conduct repairs / maintenance updates on devices.
• Ensure proper ticket handling /resolution of incidents and requests via ServiceNow.
• Participate in various retail and corporate IT projects i.e., Rollouts / Updates.
• Provide level 2 technical support to the business on a day to day basis.
• Actively contribute to updating IT documentation including asset management processes.
• Provide exceptional installation of hardware and software components to the business community including executive staff and CEO’s.
• Able to work independently and as a team and collaborate with other L1 and L3 teams when needed.
• Excellent analytical skills, logical thinking, and good problem-solving skills and techniques.
• Troubleshoot, configure, maintain, and deploy laptops and other devices via (but not limited to) SCCM/Service Now, Workspace One and Microsoft Intune.
• Full understanding of MS Office Suite/0365/Active Directory and network troubleshooting.
• Provide A/V support including MS Teams rooms, Polycom devices, on and off site meeting setups and conference room support.
• Utilizes internal Knowledge Base and other support documentation to identify, isolate, diagnose and resolve end user technical problems. Provide information and status updates as needed/requested.
• Troubleshoot and configure Apple devices such as iPhones, iPads and MacBook Pro’s.
• Keep up to date with technological developments related to the industry.

• Computer Information systems or equivalent associates degree, CompTIA A+, Network+ preferred.
• 3-5 year minimum of IT / customer support experience required.
• Strong organizational skills and asset management techniques and procedures.
• Network knowledge and troubleshooting skills including basic knowledge of boutique and office environments.
• Efficient in verbal and written skills to properly communicate with technical teams and business community by breaking down technical lingo.
• Knowledge of MS operating systems including Windows 10, Microsoft Office Suite, Microsoft Teams and Adobe products.