Job Directory Desktop Support Analyst

Desktop Support Analyst
Arlington, VA

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About

Job Description

Team Overview:

The Desktop Support team and the Call Center serve Cambridge Associates' (C|A) desktop and mobile computing needs across all 11 offices globally. The team's vision is to be a first-class global provider of support services by delivering an exceptional customer experience which anticipates needs, provides guidance and works to resolve technology issues for C|A staff. Software and hardware support for the firm is provided by Desktop Support in partnership with other IT groups. Desktop Support manages the installation, relocation and configuration of hardware and software. In addition to being responsible for the on-going maintenance, upgrades and issuing of desktop computing equipment and laptops, the team also supports A/V technologies throughout the enterprise.

The Desktop Support Analyst role is an exciting opportunity for candidates interested in contributing to, and continuing the high standard for service and support. There will be great opportunities to develop an excellent professional skill set and interact with various internal IT and enterprise groups across all levels.

Job Responsibilities:

* Work to resolve issues and tickets with the highest standard of service and support


* Respond to assigned incidents in a timely manner


* Record, track, and report on all customer incidents and service requests through to completion


* Place service calls to vendors when necessary to resolve technical problems.


* Actively participate in incident management and issue resolution, including log, track, and document issues


* Maintain current expertise and competency of relevant technology products, best practices and methods of support delivery


* Educate customers on technology and appropriate problem resolution minimising repeat requests


* Set up, test, and manage video conference meeting calls between office locations as well as outside parties.


* Analyze problems to determine cause or source of equipment or software malfunction.
* Provision hardware and software, including cloud-based applications and environments
* Maintain assets inventory (e.g. hardware, peripherals).


* Contribute to the documentation of processes and procedures via the Knowledge Base


* Assist with Projects, Initiatives and Pilot Programs.



Requirements:

* Ability to work independently


* Demonstrated experience of hands-on Service Desk or Desktop Support in a Windows environment


* Ability to exhibit a collaborative and optimistic work ethic focused on customer satisfaction as the highest priority


* Ability to execute tasks and build relationships


* Excellent problem and decision making skills


* Flexible and open to changing priorities and managing multiple tasks simultaneously


* Strong communication skills - both written and verbal


* Experience with Windows 7 and 10, LAN/WAN, Ethernet, PC Hardware, iOS Support, Active Directory, VC/AV Support, and Citrix environments; advanced proficiency in Microsoft Office, Adobe Acrobat, and ServiceNow preferred.


* Ability to be flexible and willing to work evenings/weekends if necessary


* BA/BSC degree in Technology and/or Business preferred


* ITIL Foundation Level preferred


* MCSA and/or A+ completed or in progress preferred


* Windows 7 Certification preferred


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