Desktop Support Analysts 1 provide technical support to local and remote users via telephone, email, interaction &/or with remote access resources on a daily basis, relying on experience and established procedures to analyze and resolve technical support incidents and problems
Key Accountabilities:
- Serve as the go to hands on IT resource for a respective site
- Configure, deploy, maintain and troubleshoot desktops, laptops, printers, ip phones, mobile devices, and telecommunications devices including accessories related to end user equipment
- Provide timely and accurate support to end users and other IT teams
- Adhere to End Users Services and Company defined policies and procedures
- Perform field support functions associated with internal and external customer-based needs
- Work with ServiceNow application to manage ticket queues
- Trusted to use the following tools to support desktop, laptop, and software management
- Asset Management
- Software Delivery
- Remote Control
- Active Directory
- Provide assistance and or information if needed to Asurion Technical Operations Center (ATOC) during critical incidents onsite
- Administer local hardware inventory using ITAM tool
- Provides after-hours on-call support when needed
- Work as an extended resource to other IT Support teams to setup, troubleshoot, install/upgrade, decommission, and configure equipment
- Onsite Servers
- Onsite Telephony
- Onsite Network
- Other tasks as may be defined/assigned for the efficient functioning of the roles.
Experience, Skillsets and Personal Competencies:
- At least 2+ years related experience for a midsize or larger organization (500+ user environment)
- At least 1-year experience providing support for a Call Center environment (is an advantage)
- 2+ years of experience in troubleshooting of IT infrastructure including but not limited to Computers, Network, Printer, software and Structured Cabling is required
- Knowledgeable in Active Directory, O365, Basic IP Telephony and Citrix Environment
- Familiar with setup of IP phone/VoIP
- Setup
- Troubleshooting
- Configuration
- Demonstrated ability to effectively communicate by phone or in person
- Must be possess excellent customer service skills and ability to interact professionally with a diverse group, executives, managers, subject matter experts and business users
- Maintains a high degree of professionalism in actions
- Excellent teamwork skills and the ability to work unsupervised
- Demonstrate performance and aptitude consistent with Asurion core values and culture
- Handles confidential and sensitive matters with tact and diplomacy
- Good English communication skills
- Familiarity with ITIL is a plus.
