Help Desk Support Analyst

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Description

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• Leverage Endpoint Manager/Autopilot
• Escalate priority support issues to senior staff and/ or corporate technology groups
• Collect and forward all relevant information prior to escalation to allow senior staff to operate efficiently
• Maintain a positive working relationship with business lines and other departments

• Prioritize and schedule work as necessary to maintain department service level agreements
• Maintain and monitor department mailbox
• Update and maintain cases in a timely fashion
• PC hardware and software procurement
• Basic networking skills and troubleshooting
• Wireless and remote connectivity troubleshooting
• Works within a small or large systems team and contributes independently
• Understands roles and responsibilities within the team

• Writes clear and concise technical documents.
• Enhances team productivity by helping others
• Provides technical supervision on small projects
• Working well with both internal and external group teams

• You have a Bachelor’s degree in IT, Computer Science, engineering or relevant field

• You have 2+ years of relevant, full-time work experience in the application support, supporting users in a remote/help desk environment
• Experience in endpoint/workstation experience – Dell preferred
• Experience in support Windows 10/11 in a corporate environment
• Experience in support MS Outlook
• Experience in support MS o365 suite desktop/web apps
• Experience in Azure/Endpoint Manager experience
• Must be team oriented and possess strong oral and written communication skills.
• Able to prioritize and multi-task effectively while working in a fast-paced, demanding environment
• Strong analytical and troubleshooting skills

• Full fluency in English required and second language preferred.

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