Desktop Support Analyst

mroads; Memphis (TN); On-site; USD 45,000 - 60,000; Full time

Job summary

Mroads in Memphis, TN seeks a Desktop/Client Support Analyst to join a fast-paced IT team. You will provide second-level support for Windows, Mac, and iOS, resolving hardware and software issues with professionalism.

You will install and troubleshoot desktops, laptops, and peripherals, manage requests in ServiceNow, and contribute to a secure environment with MFA and Microsoft 365 apps. On-call rotation may apply outside business hours.

Qualifications

• Experience providing second-level technical support.
• Familiarity with Windows, macOS and iOS platforms.
• Proactive and detail-oriented IT professional.
• Strong communication and problem-solving skills.
• Ability to work independently and in a team.

Responsibilities

• Provide second-level technical support to end-users, ensuring prompt resolution of hardware and software issues.
• Install, configure, and troubleshoot desktops, laptops, and peripheral devices.
• Diagnose and resolve hardware and software problems; escalate complex issues when needed.
• Manage and prioritize support requests via ServiceNow to meet SLAs.
• Provide on-call support on a rotating schedule outside regular business hours.
• Assist users with configurations and integrations for Microsoft apps like Outlook, Teams, OneDrive, SharePoint, OneNote, Excel, MFA, and Company Portal.

Skills

Windows

Mac

iOS

Technical support

Communication

Problem solving

Tools

Jamf

Airwatch

Workspace ONE UEM

ServiceNow

Job description

Mroads is looking for a \"Desktop/Client Support Analyst\" for one of the direct clients in Memphis, TN

Job Description:

• Proactive and detail-oriented IT professional looking to contribute to a dynamic team
• Strong knowledge of Windows, Mac and iOS operating systems.
• Provide second-level technical support to end-users, ensuring prompt resolution of hardware and software issues.
• Install, configure, and troubleshoot desktops, laptops, and peripheral devices.
• Excellent problem-solving and communication skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Experience in MDM tools such as Jamf, Airwatch (Workspace ONE UEM).
• Diagnose and resolve hardware and software problems, escalating complex issues to senior team leads when necessary.
• Provide on-call support as part of a rotating schedule to address critical issues outside of regular business hours.
• Manage and prioritize support requests via ServiceNow to meet service level agreements.
• Deliver exceptional customer service by ensuring professional, clear, positive and effective communication.
• Assist users with configurations, integrations, and problem resolution related to Microsoft applications, such as Outlook, Microsoft Teams, OneDrive, Sharepoint, OneNote, Excel, Multi-Factor Authentication (MFA), and Company Portal, among others.