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- Analyze, address and resolve incidents, service requests and information requests covering application software, hardware, networking and infrastructure.
- Log and track all incidents, service requests and information requests as tickets from identification through resolution into ServiceNow Ticketing system.
- Create a positive customer support experience and build strong customer relationships through deep problem understanding, timely resolution or escalation, effective and prompt communication of progress, and presenting customers with a consummately professional attitude.
- Notify users of loaner asset availability, log user asset request, set up asset, clean loan asset on return, and return asset to physical and data pool.
- Setup conference room and video conferencing meetings- in requested location on requested day.
- Image PC asset and manage PC assets, user moves, new and departed user.
- Provide testing and training capability and support during general rollouts, software deployments and hardware deployments.
- Provide capability and support to Information Systems during planning, installation and setup of any software and hardware as requested and required.
- Maintains and protects confidentiality with regard to all aspects of user care and employee information.
- Provides after hours and on-call support as needed.
- Performs other duties as assigned.
- Bachelor's Degree preferred.
- 3-4 years of relevant experience required.
- Facility and capability in applications, operating systems, networking, desktop/device problem solving, customer service and support.
- High level of fluency and capability in specific legal applications or their equivalents including
- Knowledge with VMware Horizon View and VDI.
- Good facility and conceptual underpinnings in Windows 10 OS elements including compatibility, search, taskbar, stacking, libraries.
- Some understanding of MAC X OS.
- Awareness of Windows Network functionality.
- Ability to work with other managers and employees at all levels in a collaborative and collegial environment.
- A flexible problem solver, self-directed, and customer service oriented.
- Strong written and verbal communication skills with all staff levels and backgrounds.
- Provide functional guidance for administrative support needs.
- A dynamic and business-savvy individual, who can work effectively at both an operational and strategic level. An ability to influence without control.
- A deep understanding of Video conferencing platforms, hardware and software. This include troubleshooting issues related to audio, video, and connectivity.
Desktop Support Analyst - New York, United States - AMS Staffing Inc.
Description
Please send resume in WORD format should you be interested in the following Desktop Support Analyst position located in
NYC.
Job Title:
Desktop Support Analyst
Locations :
NYC
Salary : 75-90K (non-exempt)
Bonus:
annual and discretionary
Bachelor's degree:
NO
Work Environment:
100% ONSITE
Vaccination required:
YES
Shift:
12:00pm – 8:00pm (~5 hours OT per week)(not a rotating shift)
SUMMARY :
Assess, triage, research, resolve incidents, service requests and information requests covering application software, hardware componentry, network configuration and infrastructure. Collect information through a customer interview, support tools including knowledge bases and additional support staff (service resources) if needed. Move problems beyond the scope of ability or responsibility to the other service resources in a timely manner.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
QUALIFICATIONS, SKILLS AND COMPETENCIES:
Microsoft Office Suite:
Word, Excel, PowerPoint, Outlook, Visio and Access, Litera Innova (numbering and templates), iManage, Foxit PDF Editor, Intapp (DTE Axiom), multiple browsers (Edge, Firefox and Chrome), Metadact, Change Pro Compare.