Desktop Support Analyst

Avance Consulting; San Francisco (CA); On-site; USD 100,000 - 150,000; Full time

Job summary

A technology consulting firm in San Francisco seeks a Mid-Senior level Team Lead as a Tech Bar Analyst. This full-time role involves assessing, troubleshooting, and resolving various employee technology requests on-site. Candidates must have experience in a service-oriented environment and be adept at supporting an array of operating systems and corporate hardware. The position requires effective communication skills and a commitment to customer satisfaction while maintaining IT best practices and security compliance.

Qualifications

• Experience collaborating with teams in a service-oriented customer-success environment.
• Experience troubleshooting issues, researching solutions, and problem-solving efficiency.
• Ability to learn and adapt quickly to new technologies and business requirements.
• Ability to solve complex incidents by applying well-known documented solutions and processes, while maintaining task ownership to completion with minimal supervision.
• Effective communication across audiences and channels (face-to-face, chat, email, video).
• Experience supporting macOS, Windows, iOS and Android in an enterprise environment.
• Experience supporting enterprise hardware (Apple and Dell/HP laptops; desktops; corporate mobiles).
• Experience supporting and troubleshooting corporate networks and remote user environments.
• Experience with L1 Active Directory issues and endpoint security tools (anti-virus, firewall, 2FA).
• Experience supporting conference room tools (audio/visual).
• Adherence to security policies and corporate best practices; knowledge base maintenance.

Responsibilities

• Assess and resolve employee requests in person daily.
• Provide outstanding customer service while managing user engagement.
• Troubleshoot and resolve hardware and software issues.

Skills

Experience collaborating in customer success

Troubleshooting issues and research solutions

Ability to learn new technologies

Complex incident resolution

Effective communication across channels

Attentive listening skills

Supporting various OS including MacOS

Supporting Apple and Windows hardware

Troubleshooting corporate networks

Active Directory support

Endpoint security tools

Conference room tools support

Adherence to security policies

Knowledge base maintenance

Security policy compliance

Knowledge base

Job description

Team Lead at Avance Consulting & Wisestep Champ

Job Summary: As a Tech bar analyst you will assess, troubleshoot and resolve employee requests in person as needed daily. Requests will vary from hardware and software to corporate infrastructure related issues requiring on‑site analysis & resolutions. You’ll provide outstanding customers service while managing engagement between end users, operational leadership, and IT teammates.

Required Skills/Experience

• Experience collaborating with various teams in a service‑oriented customer‑success environment
• Experience troubleshooting issues, researching solutions, and problem‑solving efficiency
• Ability to learn & adapt quickly to new technologies and business requirements
• Ability to solve complex incidents by applying well‑known documented solutions and processes, while maintaining task ownership to completion with minimal direct supervision
• Ability to communicate with different audiences, regardless of technical understanding, across multiple channels including face to face, instant messaging, emails, and video conferencing
• Ability to leverage attentive listening to understand and empathize with customer needs
• Experience suandropporting various OS in an enterprise environment including:
  • MacOS (primary)
  • Windows 10 (secondary)
  • iOS
  • Android
• Experience supporting various hardware in an enterprise environment including:
  • Apple Laptop (primary)
  • Dell / HP Laptop (secondary)
  • Apple and HP desktops
  • Corporate‑owned mobile devices (IOS/Android)
  • Standard peripherals
• Experience supporting and troubleshooting corporate networks and remote user environments
• Experience supporting and troubleshooting L1 Active Directory related issues
• Experience on endpoint security tools L1 (Anti‑virus / Firewall / Two‑factor authentication)
• Experience supporting and troubleshooting conference room tools L1 (Audio / Visual) as needed
• Adherence to security policies and corporate best practices
• Ensuring support content is accurate and up to date (Knowledge base maintenance)

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Information Technology

Industries

IT Services and IT Consulting