DSS

Position Overview:

The Deskside Support Analyst must provide business clients with guidance and second level support by assisting in problem resolution. The Analyst acts as the key contact for on-site and remote clients for workstation problems, requests for new equipment or services and production problems and inquiries

Primary Responsibilities/Accountabilities:

· Extended experience troubleshooting and supporting Desktop services (level 2 - Windows 10, sccm,AD software install, hardware troubleshooting, basic network,..).

· Team Lead experience

· Native French and fluency English language skills-

· Executive Support experience a big plus

· Identifies and initiates resolutions to client problems and concerns associated with office automation equipment, hardware and software to the client’s satisfaction.

· Provides second level support to the Help Desk Analyst and responds to problem tickets in a timely and efficient manner.

· Receives, coordinates and installs desktop equipment and software according to department standards and procedures, and as needed.

· Interacts with Help Desk and Network Services personnel to provide timely information regarding problem tickets and their resolution.

· Provides desktop visits to business clients to assess their problems, coordinate the right equipment/software to resolve problems or process service requests.

· Maintains contact with clients and second/third level support personnel on operational and production problems.

· Maintains software and hardware registration and inventory to provide upgrades as necessary and ensure appropriate security levels are maintained.

· Upholds the enterprise policy and procedures as well as recommends new and improved guidelines to ensure compatibility and better service to users of personal computers.

· Maintains current technical expertise in the rapidly changing technology of microcomputers and utilizes state-of-the-art techniques when implementing desktop solutions.

· Maintains a positive working relationship with all enterprise departments to optimize working relationships and communication.

· Strives to learn the job functions of the position’s immediate supervisor as well as peer level positions with whom the individual interacts.

· Adheres to Service Level Agreements as outlined in the Help Desk Policies and Procedures.

· Maintain, analyze, troubleshoot, and repair computer systems, hardware and software and computer peripherals.

· Deploy, Configure, and Support IP based desk, wireless, and soft phones.

· Document, maintain, upgrade or replace hardware and software systems.

· Support and maintain user account information including rights, security and systems groups.

· Should have knowledge in Desktop Imaging & Scripting.

· Extensive knowledge on Hardware & O/S Trouble Shooting.

· Should be expert in deployment of operating systems locally & globally.

· Good knowledge in Microsoft Operating System - Windows XP & Windows 7 /8.

· Good understanding of IP telephony setups and installs

· Solid Blackberry and iPhone troubleshooting skills

· Understanding of Macs

· Understanding of Networking Technologies.

· Understanding Active Directory and Servers

· Understanding of Helpdesk Ticketing System such as Remedy or Service NOW

· Knowledge on all standard Desktop Applications.

· Excellent customer service skills. – This is a MUST!

· Excellent troubleshooting skills – This is a MUST!

· Powershel skills are a plus.

· Excellent interpersonal skills to interact with various individuals with diverse backgrounds – This is a MUST!

· The ability to learn and understand new technology and skills quickly

· Ability to react to and act upon feedback.

· Must to be a team player

Position Requirements:

· High school diploma or equivalent is required.

· BS or BA degree in computer science, business administration or related field is preferred.

· 3 - 5years of personal computer experience.

· Familiarity with existing operating systems is required.

· Experience with MS Office applications suite is required.

· Good oral, telephone and written communication skills.

Job type: Contract Division: Darwin Rhodes Reference: 22-04600