Desktop Support Analyst 1

Desktop Support Analyst

Desktop Support Analysts provide technical support to local and remote users via telephone, email, interaction &/or with remote access resources on a daily basis, relying on experience and established procedures to analyze and resolve technical support incidents and problems.

Key Accountabilities:

• Serve as the "go to" hands on IT resource for a respective site
• Configure, deploy, maintain and troubleshoot desktops, laptops, printers, IP phones, mobile devices, and telecommunications devices including accessories related to end user equipment
• Provide timely and accurate support to end users and other IT teams
• Adhere to End Users Services and Company defined policies and procedures
• Perform field support functions associated with internal and external customer-based needs
• Work with ServiceNow application to manage ticket queues
• Trusted to use the following tools to support desktop, laptop, and software management
• Asset Management
• Software Delivery
• Remote Control
• Active Directory
• Provide assistance and or information if needed to Asurion Technical Operations Center (ATOC) during critical incidents onsite
• Administer local hardware inventory using ITAM tool
• Provides after-hours on-call support when needed
• Work as an extended resource to other IT Support teams to setup, troubleshoot, install/upgrade, decommission, and configure equipment
• Onsite Servers
• Onsite Telephony
• Onsite Network
• Other tasks as may be defined/assigned for the efficient functioning of the roles.

Experience, Skillsets and Personal Competencies:

• At least 2+ years related experience for a midsize or larger organization (500+ user environment)
• At least 1-year experience providing support for a Call Center environment (is an advantage)
• 2+ years of experience in troubleshooting of IT infrastructure including but not limited to Computers, Network, Printer, software and Structured Cabling is required
• Knowledgeable in Active Directory, O365, Basic IP Telephony and Citrix Environment
• Familiar with setup of IP phone/VoIP
• Setup
• Troubleshooting
• Configuration
• Demonstrated ability to effectively communicate by phone or in person
• Must be possess excellent customer service skills and ability to interact professionally with a diverse group, executives, managers, subject matter experts and business users
• Maintains a high degree of professionalism in actions
• Excellent teamwork skills and the ability to work unsupervised
• Demonstrate performance and aptitude consistent with Asurion core values and culture
• Handles confidential and sensitive matters with tact and diplomacy
• Good English communication skills
• Familiarity with ITIL is a plus.