A skilled and customer-focused Desktop Support Analyst is needed to provide technical assistance to users experiencing hardware, software, and network-related issues. This position operates under general direction, with the expectation of independent work management, while collaborating with team members on complex escalations. The role requires exceptional communication skills and a sense of ownership for all incoming support requests.
As a Desktop Support Analyst, your primary responsibilities are, but not limited to:
- Triage help desk tickets quickly and efficiently as the first point of contact, following established procedures.
- Document and communicate solutions clearly to users and team members, ensuring accurate record-keeping of support activities.
- Providing Tier 1 and Tier 2 technical support to clients, ensuring their inquiries are addressed promptly and professionally.
- Assisting users with Microsoft 365 accounts and Active Directory, troubleshooting issues related to Windows machines, and some Mac devices.
- Communicating effectively with clients in the financial services sector, while maintaining a polished and professional demeanor.
- Researching solutions and adapting to various technical challenges as they arise.
- Utilizing tools such as Microsoft 365 and Active Directory to resolve technical issues.
We are looking for candidates who showcase the following qualities:
- Strong communication skills that enable clear, professional interaction with users and team members.
- Critical thinking and good judgment to diagnose and resolve a wide range of technical issues.
- Ability to respond promptly to support requests with proactive updates on status and next steps.
- Self-direction and reliability to manage tasks independently while adhering to organizational standards.
- A professional attitude including appropriate meeting readiness and appearance.
MUST HAVE (Non-negotiable): PC/Laptop specs:
- CPU: At least i3 or AMD equivalent. For Mac devices, at least a 2013 model or newer.
- RAM: 8 GB
- Operating System (PC): Windows 10 or newer, (macOS): Catalina (10.15) or newer
- Internet: 10 Mbps both for upload and download speed, 80 ms or less for latency. No mobile data is allowed.
- Preferably a headset with a noise-canceling feature - No background noises
- A decent webcam
Schedule: The work schedule aligns with the business hours of our client (US time zones). Candidates should be prepared for schedule adjustments based on evolving business demands and client needs.
Job Location: Remote/Permanent work from home
