Desktop Support Helpdesk Analyst
2 months ago
Position: Desktop Support Analyst
Duration: 6- 12 months (extendable)
Location: Schaumburg, IL (Onsite)
Title: Desktop Support
Location: Schaumburg, Illinois (Onsite)
Here's What You'll Do:
- Provide exceptional customer service to remote users over the phone using remote desktop tools to resolve incidents immediately and expedite fulfillment of requests.
- Provide remote support over the phone using remote desktop tools
- Assist employees with installation, configuration, and troubleshooting of computer hardware laptops, desktops, peripherals, printers, mobile devices.
- Ability to triage tickets and troubleshoot independently.
- Install and support desktop software for corporate laptops.
- Assist with the onboarding and offboarding process. Provision/deprovision user accounts and application access. Create and maintain laptop images.
- Document and resolve all tickets in a timely manner, adhering to established SLAs.
- Interact with vendor support to resolve technical problems with hardware and/or software.
- Create and maintain internal IT knowledge base articles to document procedures.
- Create end user documentation ("How To", "FAQ").
Requirements:
- Experience with Azure Active Directory, Exchange, SharePoint, Teams, and basic network troubleshooting.
- Experience in Endpoint management (Intune).
- Excellent customer service, attention to detail, communication and documentation skills.
- Must be a team player and willing to work "outside the box" to get things done as needed and within the company policies.
- Experience working in a Service Desk and helpdesk environment.
- Experience configuring and troubleshooting Windows & MAC laptops.
- Experience troubleshooting the MAC user's issues with existing tools sets.
- Experience in building the MAC book using the Intune endpoint management tool.
- Experience in creating Knowledge documents.
- Microsoft Teams, Apple MacBook.
Be highly motivated, able to work with minimal supervision, and adapt to changes as needed
vishal@smartcaliber.com
www.smartcaliber.com
Truth Lies in Heart
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