Senior IT Support Analyst
Core
Senior Desktop Support Analyst providing day-to-day technical support to end-users via phone, remote access, and desk-side support for hardware, software, printers, and BYOD devices.
Role type
Senior IC desktop support analyst
Builds
End-user desktop and laptop environments, printer setups, and BYOD configurations
Domain
IT Operations / Desktop Support
Deliverable
client delivery
Required skills
Advanced troubleshooting of computer hardware and software, Windows 10+ OS support, Microsoft Office 365 administration, Microsoft Windows Image Deployment, Remote Desktop Support Tool usage, Ticketing system management, Network printer setup and troubleshooting, PowerShell or scripting, VPN and Wi-Fi profile management
Preferred skills
A+ Certification, ITIL Certification, Telecom/VOIP experience, Remote support tools expertise
Responsibilities
Provide advanced technical assistance for hardware, software, mobile devices, and technology tools; Resolve user issues efficiently via phone, remote access, and desk-side support; Maintain inventory of IT hardware and software assets; Create and maintain Knowledgebase articles; Assist and train Junior Support Analysts in advanced troubleshooting and hardware repair; Travel between sites to assist end-users when remote tools are unavailable; Ensure incident and service request tickets are closed within established guidelines
Seniority
Senior, hands-on IC