IT Desktop Support Analyst - Intermediate

  • York Telecom Corporation
  • New York, NY, USA
  • Nov 12, 2019

Job Description

For over 30 years, Yorktel has been the video managed services partner around the world for some of the largest business and government agencies. With over 10,000 video systems under management worldwide – more than any other video communications service provider – Yorktel has the proven expertise and global reach to deliver enterprise-quality visual communications. Yorktel is continually looking for experienced professionals in our areas of expertise. We are always interested in discussing future opportunities with qualified individuals. This position is for future company growth and/or subsidiaries. Yorktel is currently seeking an IT Desktop Support Analyst - Intermediate who will be based onsite at Yorktel’s customer location to support the clients in all desktop needs. This position will be customer facing and focused and will need a high degree of customer service skills. This position will require a high level understanding of desktop devices (PCs, laptops), peripherals (printers, fax machines, web cams, etc), OS (MS Windows and Apple IOS) and related business software packages (MS Office, Skype for Business, Webex, etc) as well as Servers and Active Directory. Responsibilities: This position regularly interfaces with Sales, Project Management and Technical Services in the fulfillment of this position. This position will regularly provide updates and status to the not only the work being done on site, but also understand the customer’s goals and be able to communicate them back to Yorktel. He/She will also work to build a strong relationship with the customer directly. Technical Responsibilities: Monitor, update and maintain tickets in defined ticketing system. Respond to tickets, contact users and plan workload. Take ownership of the issue from end to end- from creation through the whole process and then through the resolution to ensure that issue has necessary follow through with end user. Update tickets with the latest status. Escalate the ticket to the correct group if the incident cannot be resolved. Sign-off closed tickets with the user to include follow up specifically to the end user. Close tickets that have been resolved. Identify Interrupts and escalate as needed, monitor where possible and resolve issues during emergency outages. Imaging and Deployment support of PC and mobile device hardware. Setting up the computer(s), monitor(s), mobile device(s). Maintain physical presence at designated service locations to support end users. Software installation (based on standard software image and guidelines). Set-up in accordance with documentation. Troubleshoot software in the Standard Software image and 3rd party applications. Routine or as requested health check of IT systems for printers, copiers, fax machines, scanners, and conference equipment and providing reports as needed. Training end users on how to operate the equipment as requested. Check to see if paper and toner is adequate. Refill, stock and change as necessary. Check to see if equipment is operational (no paper jams, power is on and general health. Check and troubleshooting simple issues and escalation of complex issues to appropriate department. Check stock levels of standard equipment; notify Asset Management team when stock levels are low or order as defined by management. Provide “hands on” support to the end user. Create and maintain simplified user documentation/quick reference guides (QRG) on the use of desktop equipment as requested. Conference room sweeps to verify collaboration conferencing cabling, equipment settings as per defined checklist. Use available capacity in order to support the global team in developing and/or updating standard SOP’s for executive assistants, end users and IT users as related to Desktop Support. Skills and Additional Qualifications: Excellent Customer Service Skills 5-7 years minimum experience in the following; Desktop support function. Implementing, troubleshooting and supporting end user technologies & services in medium to large sized environments. Windows OS administration, configuration and troubleshooting experience Key technologies including Enterprise Mobility, Office 365, Collaboration, Messaging, and Unified communication. Microsoft Office 365 (O365) including Skype for Business Bachelor’s degree preferred Proactive attitude and ability to interact with executive level as needed. Experience with Microsoft SCCM. Working knowledge of Active Directory and servers Ability to work on their own and as part of a team Excellent verbal and oral communications skills Highly dedicated and organized. Superior analytical ability. May require occasional lifting (up to 25 lbs) Requires extensive sitting, standing and walking Limited travel requiring multi-night stays within and at times outside the local work area Valid driver’s license Must be willing to complete background checks and drug tests required by current or future contracts Join us and you will enjoy an excellent salary and benefits package, including 401k and Flex 125 plans. We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, Genetic information and testing, family and medical leave, sexual orientation and gender identity or expression, protected veteran status, or any other characteristics protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or otherwise oppose discrimination.