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Desktop Support Analyst

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The Desktop Support Analyst is responsible for supporting and maintaining desktop and mobile hardware, software, and user functionality for the organization on a day to day basis. This person will participate in hardware and software reviews as well as recommend purchases.  The Analyst should take ownership and initiative to analyze problems, propose resolutions, and ensure implementation.  Core technologies include: Windows 10, Apple iOS and OSX, Active Directory and Exchange account management, MS Office 365, Atlassian/JIRA Cloud, and common end-user software suites, end-user hardware, printers, laptops, mobile device management, and desktop imaging systems.


Participation in ticketing system including logging, assigning, troubleshooting, escalating tickets for hardware, software, and application issues
Provide resolutions in a timely manner via telephone, face to face meetings, or email
Determine the source of the problem and classify the level, priority, and nature
Build and deploy all aspects of imaging including antivirus systems, system rollouts, end-user application maintenance, patching, licenses, and systems orientation for new hires
Integrate and test patches and upgrades
Document procedures, standards, best practices, configurations, settings, installation sequences, and back-out instructions; ensure documents are kept up to date
Coordinate other IT resources to assist in problem resolution as needed

Currently pursuing further education in computer science or a related field
Prior end-user support experience in a professional services environment, financial services is a plus
O365/Intune administration, Atlassian Cloud, and Sharepoint experience is a plus
Strong technical background with the ability to solve IT related issues
Ability to communicate ideas and resolutions in a clear, concise, and user friendly manner
Strong written and oral communication skills
Demonstrated ability to effectively multi-task and manage his/her time both independently as well as within a team environment
Able to lift up to 60 pounds with or without a reasonable accommodation