Junior Desktop Support Analyst

14 Oct 2024

Vacancy expired!

MUST BE ONSITE AND FULLY VACCINATEDWashington DC

  • Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries.
  • Receive, log and manage calls from internal staff via telephone and email.
  • Provide expert applications support utilizing advanced skills in Microsoft 365 Office Suite (MS Word, Excel, PowerPoint and Outlook), mobile devices, Yardi, and all other GTIS wide applications.
  • Provide expert desktop hardware, printer, remote access systems and mobile device support.
  • Provide Audio Visual systems support – Crestron, Cisco Codecs and BlueJeans.
  • Provide support for Lutron lighting system.
  • Provide support for Microsoft Exchange 365 and Intune.
  • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
  • Maintain a high degree of customer service for all support queries and adhere to all Help Desk processes and procedures.
  • Escalate unresolved calls to the CTO.
  • Assist with building the User Support Knowledgebase by gathering information and publishing support documentation.
  • Support and monitor NY LAN and WAN systems.
  • Contribute to and participate in the Problem Management process.
  • Provide timely and accurate assistance with Quality Assurance projects.
  • Participate in all firm-wide IT initiatives and projects.

Qualifications:
  • 2 years of previous IT Service Desk and/or Call Center experience required.
  • Strong oral and written communication skills.
  • Excellent interpersonal skills.
  • Ability to multitask in a fast paced environment.
  • Experience working with employees at all levels including senior management.
  • Excellent organizational skills and strong attention to detail.
  • An ITIL qualification is preferable but not essential.
  • MCP certification would be desirable.
  • At least 2 years of desktop applications support experience in a professional services environment.
  • Strong customer service focus and experience.
  • Strong analytical and problem solving skills.
  • Excellent organizational skills.
  • Strong interpersonal and communication skills with excellent telephone manner.
  • Ability to communicate effectively with all levels of personnel within the Firm.
  • Ability to effectively document in detail, events pertaining to open issues.
  • Strong knowledge of Microsoft based systems with emphasis on Windows 10, Office Suite (Office 365 preferred) and document management systems.
  • Strong knowledge of Lenovo hardware, iPad, iPhone, Android, , and HP printers.
  • Knowledge of Microsoft Azure, Active Directory, Group Policy, DHCP and DNS.
  • Self-motivated achiever who gains satisfaction from providing excellent customer service.