Desktop Support Analyst
*This is an onsite position
Description:
- We need this position that provides desktop support to the 14 agencies that utilize our service.
- This position will perform PC replacements, remote support activities such as troubleshooting software installations, process improvement activities, and asset record analysis.
- This position will work on site to perform hands-on duties such as imaging PC hookups and asset inventories.
- We would like to extend this contract to assist our team in continuing to provide excellent desktop support to our customers who are providing support to the citizens of North Carolina.
Responsibilities:
- Support customers using good customer service skills including the ability to communicate with both technical and non-technical customers
- Utilize moderate knowledge and demonstratable skills of Windows OS M365 to support our customers to work with internal teams
- Experienced in imaging and provisioning new equipment hardware provide to customer
- Experienced in supporting mobile devices
- Experienced with supporting Apple devices
- Use strong organizational skills to track onboarding shipping activities based on customer requests.
- Follow asset management processes to ensure proper customer billing
- Document work activities in ServiceNow
- Testing Intune processes for Tier 3 team providing feedback
- Test upgrades and software changes
- Install software following security internal processes
- Troubleshoot customer issues
- Provide instruction while troubleshooting for remote customers
- Assist with developing team processes knowledge base
- Basic understanding of MECM Active Directory Tanium Intune Beyond Trust
- Work with vendors on warranty cases
- Collaborate with internal teams on technical issues
- Work on special projects as needed
Required Skills/Knowledge/Experience:
- Support customers using good customer service skills including the ability to communicate to both technical and non-technical customers, Required 3 Years
- Utilize moderate knowledge and demonstratable skills of Windows OS & M365 to support our customers & to work with internal teams, Required 3 Years
- Image or provision new equipment hardware & provide to customer, Required 3 Years
- Experienced in supporting mobile devices, Required 3 Years
- Experienced with supporting Apple devices, Required 3 Years
- Use strong organizational skills to track onboarding & shipping activities based on customer requests, Required 3 Years
- Document work activities in ServiceNow, Required
- Testing Intune processes for Tier 3 team & providing feedback, Required 3 Years
- Test upgrades and software changes; Install software following security & internal processes, Required 3 Years
- Troubleshoot customer issues & tracking trends Assist with developing team processes & a knowledge base, Required 3 Years
- Basic understanding of MECM, Active Directory, Tanium, CrowdStrike, Intune, & Beyond Trust, Required 2 Years
- Work with vendors on warranty cases Collaborate with internal teams on technical issues, Required
Proper email communication will only be done to and from @astyra.com email addresses. Please ensure you are communicating with approved Astyra recruiters by checking this point when receiving offers and messages from us. Please ensure you are communicating within these guidelines and proper channels for the quickest possible interview consideration!
#AC