Onsite Desktop Support Analyst II - Windows & Mac Expert

Yoh, A Day & Zimmermann Company; Austin (TX); On-site; USD 27,000 - 43,000; Full time

Benefits offered by this job

Medical, Prescription, Dental & Vision

Health Savings Account (HSA)

Life & Disability Insurance

MetLife Voluntary Benefits

Employee Assistance Program (EAP)

401K Retirement Savings Plan

Direct Deposit & weekly epayroll

Referral Bonus Programs

Certification and training

Job summary

Yoh, a Day & Zimmermann Company, is seeking an IT Desktop Support Analyst II for a 12-month contract in Austin, TX onsite. The role provides Tier 2 support for Windows and Mac devices, troubleshoots hardware, software, and VPN, and collaborates with AD/Azure/Intune teams to deploy and manage devices.

You will help build a knowledge base, assist onboarding, and ensure incidents meet SLAs. A strong customer-service mindset and an associate degree or certificate in CS are required.

Qualifications

• Must be able to work 100% from a corporate office five days a week.
• 2+ years of tech support experience including Windows and Mac.
• Experience with workstation setup, Citrix VDI, conference room support, networking.
• Experience in Active Directory, Azure, Intune AutoPilot, ServiceNow, Microsoft Office/Office 365.
• Knowledge of Windows OS and hardware, networking, and mobile technologies.
• Strong communication skills and collaborative attitude.
• Associate’s degree, certificate, or boot camp in Computer Science or equivalent.

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.

Skills

Windows & Mac support

Citrix VDI

Office 365

AD/Azure/Intune

Networking & mobility

Communication

Teamwork

Education

Associate degree / Certificate / Boot Camp in Computer Science

Tools

Intune AutoPilot

Job description

Yoh, a Day & Zimmermann Company, is seeking an IT Desktop Support Analyst II for a 12-month contract in Austin, TX onsite. The role provides Tier 2 support for Windows and Mac devices, troubleshoots hardware, software, and VPN, and collaborates with AD/Azure/Intune teams to deploy and manage devices.

You will help build a knowledge base, assist onboarding, and ensure incidents meet SLAs. A strong customer-service mindset and an associate degree or certificate in CS are required.