Desktop Support Analyst

Job Responsibilities:

• Provide comprehensive technical support to end-users through in-person interactions, phone communications, and remote access technologies.
• Diagnose and resolve hardware, software, and network issues on Virtual Desktop Infrastructure (VDI), laptops, printers, and other peripherals using event logs and monitoring solutions.
• Install, configure, and maintain operating systems (Windows 10 and Office 365), productivity suites (Microsoft Office), applications, and security software.
• Deploy and manage software updates and patches using tools such as Microsoft System Centre Configuration Manager (SCCM).
• Use remote access tools (TeamViewer, Remote Desktop) to assist remote users promptly.
• Support collaboration and communication tools, including MS Teams, Email, and mobile communications.
• Collaborate with other IT teams to address escalated issues and implement robust solutions.
• Investigate and troubleshoot critical vulnerabilities to ensure robust security.
• Create and maintain documentation, knowledge base articles, and training materials to enhance team efficiency.
• Participate in the planning and implementation of IT projects, such as system upgrades and migrations.
• Set up and support audiovisual (AV) equipment for meetings across all organizational levels.

Requirements:

• In-depth knowledge and experience with desktop operating systems, hardware, and software, including Windows 10/11, Microsoft Office Suite, Active Directory, Citrix, VDI, and Exchange.
• Familiarity with endpoint security software, including antivirus and firewall solutions.
• Proficiency with software deployment tools such as Microsoft SCCM.
• Exceptional troubleshooting and problem-solving abilities.
• Ability to operate effectively under pressure and prioritize tasks in a dynamic environment.
• Strong communication and interpersonal skills.