Desktop Support

Description

We are seeking a qualified professional Analyst II, Home Office Tech to provide IT Support to our internal employees, resolving or escalating issues in a timely and professional manner over multiple channels of communication. Secondarily, this role will support and participate in internal IT activities such as helping rollout and drive user adoption to new technologies, ensuring new hires success with IT needs when they start and assist in building a robust knowledge base that we be leveraged as we introduce automation and AI.

Responsibilities:

Provides Tier 2 support for end-user computing devices for employees and Contingent workers in multiple offices and functions as an escalation point for Tier 1 support.

Responds to incidents and requests within a ticketing system, providing resolution within a complex fast-paced business environment.

Deploys and troubleshoots end-user computing devices including laptops, desktops, printers, MFPs, and wireless devices that are aligned with the Home Office Security Policy.

Reimage computers/hard drives in accordance with standards.

Perform Move, Add, and Change functions including installation and decommission.

Install, configure, and troubleshoot Windows-based operating systems, Microsoft Office and Internet browsers.

Install, configure, and troubleshoot MAC/Apple-based operating systems and proprietary applications.

Configures and supports remote users including VPN client and connectivity.

Provides customer training and knowledge documentation.

Complies with and supports ITIL change-incident-problem management processes and work instructions.

Troubleshoots incidents and fulfills requests within established SLAs.

Adheres to Desktop and End User Computing processes, procedures, policies, and job aids.

Provides a high touch, business-aware, personalized, world-class customer service that extends to executive and senior
-level support.

Partner with Business Units, Active Directory, Messaging, Network, Engineering, Information Security, Service Desk and vendors.

Perform asset inventory activities as needed.

Able to work with minimal instruction on day-to-day operations and general instruction on new assignments from management.

Provide exceptional customer service to internal business partners by troubleshooting IT-related problems from LOB application, MS Suite and VPN for remote users, to hardware such as mobile phones, laptops, PCs and printers.

Maintain a high degree of customer service for all support queries and adhere to all service management principles, and standard operating procedures.

Drive continuous improvement by thinking out of the box for potential solutions or ideas around reducing volume to the service desk and contribute to our knowledge base by writing and submitting KB articles.

Required Qualifications:

Must be able to work 100% from a corporate office 5 days a week. Role supports onsite employees so working remotely is not an option.

2+ years of Tech Support experience including supporting Windows and Mac

Experience with workstation setup, refreshes, conference room support, networking, and other related duties

Experience in management and support of Microsoft Active Directory Domains, Microsoft Office, Office 365, corporate networks, and mobile device technology.

Education / Preferences:

Working knowledge of various Windows OS and hardware for PC environments, principles and terminology of networking and mobile technologies.

Strong communication skills and collaborative attitude are key attributes for this role.

An Associate degree, Certificate, or Boot Camp in Computer Science or equivalent training/experience required.

Additional

Skills & Qualifications

ITIL Process Knowledge

Understanding of change, incident, and problem management frameworks.

Cross-Functional Collaboration

Experience partnering with teams like Active Directory, Messaging, Networking, and Security.

Automation & Knowledge Base Contribution

Interest or experience in driving automation and writing KB articles to reduce service desk volume.

Mac/Apple OS Support

While Windows support is core, Mac support is a valuable differentiator.

Conference Room & Remote Support

Familiarity with AV…