Desktop Support Analyst II – Onsite IT Champion

Yoh, A Day & Zimmermann Company

Fort Mill (SC)

On-site

USD 27,000 - 41,000

Full time

2 days ago

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Benefits offered by this job

Medical, Prescription, Dental & Vision

Health Savings Account

Life & Disability Insurance

401K Retirement Savings Plan

Direct Deposit & weekly epayroll

Referral Bonus Programs

Certification and training

Job summary

Yoh, a Day & Zimmermann company, seeks a Desktop Support Analyst in Fort Mill, SC for a 12 month contract / contract to hire. Onsite role supporting end-user devices, Windows and Mac environments, and AD/Azure/Intune/ServiceNow integration.

The ideal candidate has 2+ years of tech support, strong communication, and a customer-focused mindset to deliver world-class IT support and knowledge documentation. Onsite work is required and benefits accompany this role.

Qualifications

2+ years of Tech Support experience including supporting Windows and Mac

Responsibilities

Provides Tier 2 support for end-user computing devices for employees and Contingent workers in multiple offices and functions as an escalation point for Tier 1 support.
Responds to incidents and requests within a ticketing system, providing resolution within a complex fast-paced business environment.
Deploys and troubleshoots end-user computing devices including laptops, desktops, printers, MFPs, and wireless devices that are aligned with the Home Office Security Policy.
Reimage computers/hard drives in accordance with standards using MS Intune Autopilot. Perform Move, Add, and Change functions including installation and decommission.
Install, configure, and troubleshoot Windows-based operating systems, Microsoft Office and Internet browsers.
Install, configure, and troubleshoot MAC/Apple-based operating systems and proprietary applications.
Configures and supports remote users including VPN client and connectivity.
Provides customer training and knowledge documentation.
Complies with and supports ITIL change-incident-problem management processes and work instructions.
Troubleshoots incidents and fulfills requests within established SLAs.
Adheres to Desktop and End User Computing processes, procedures, policies, and job aids.
Provides a high touch, business-aware, personalized, world-class customer service that extends to executive and senior-level support.
Partner with Business Units, Active Directory (Azure), Messaging, Network, Engineering, Information Security, Service Desk and vendors.
Perform asset inventory activities as needed.
Able to work with minimal instruction on day-to-day operations and general instruction on new assignments from management.
Provide exceptional customer service to internal business partners by troubleshooting IT-related problems from LOB application, MS Suite and VPN for remote users, to hardware such as mobile phones, laptops, PCs and printers.
Maintain a high degree of customer service for all support queries and adhere to all service management principles, and standard operating procedures.
Drive continuous improvement by thinking out of the box for potential solutions or ideas around reducing volume to the service desk and contribute to our knowledge base by writing and submitting KB articles.