What are the responsibilities and job description for the Desktop/Client Support Analyst position at mroads?
mroads is looking for a "Desktop/Client Support Analyst" for one of the direct clients in McLean, VA.
Requirements:
- Proactive and detail-oriented IT professional looking to contribute to a dynamic team
- Strong knowledge of Windows, Mac and iOS operating systems.
- 2-8 years of experience in Desktop Support.
- Provide second-level technical support to end-users, ensuring prompt resolution of hardware and software issues.
- Install, configure, and troubleshoot desktops, laptops, and peripheral devices.
- Excellent problem-solving and communication skills.
- Ability to work independently and collaboratively in a fast-paced environment.
- Diagnose and resolve hardware and software problems, escalating complex issues to senior team leads when necessary.
- Provide on-call support as part of a rotating schedule to address critical issues outside of regular business hours.
- Experience in AirWatch.
- Manage and prioritize support requests via ServiceNow to meet service level agreements.
- Deliver exceptional customer service by ensuring professional, clear, positive and effective communication.
- Assist users with configurations, integrations, and problem resolution related to Microsoft applications, such as Outlook, Microsoft Teams, OneDrive, Sharepoint, OneNote, Excel, Multi-Factor Authentication (MFA), and Company Portal, among others.
