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Desktop Support Analyst II
Location Albany NY 12211
***onsite-must be vaccinated
Part of the end user support services team, this position is responsible for providing 2nd and 3rd level technical support for the end users regarding issues with hardware and software for desktop and laptop computers, network connectivity from home and office, all types of printers, corporate email, handheld devices such as Blackberries, PDAs' and iPhones, scanners, and a multitude of software applications including but not limited to all Microsoft Office products. This position reports into the Associate Service Desk Director.
Provide senior level day to day support for the end users in regards to their hardware and software needs and applications
Assist the end user in a timely resolution of any issues they may have regarding software and or hardware problems Interact with Helpdesk staff In depth knowledge interacting with a variety of hardware and software platforms, including Microsoft Windows operating system, MAC OS, device drivers, and associated peripherals.
In depth knowledge of the Microsoft O365 of applications -- Word, Excel, PowerPoint, Outlook, ETC Ability to configure and troubleshoot email clients such as Microsoft Outlook.
Work with other IT groups to resolve issues out of scope Work in a professional and constructive corporate environment.
Document and record procedures for new hardware and software Configure, deploy and support mobile devices such as Android, and iPhones for all users.
Lead and supervises IT projects as directed by the Regional Manager Work with Configuration Management systems servers such as SCCM & JAMF.
Maintains Universal Computer image and Software Packages Monitors and reports on Software/Hardware compliance Administers software updates & patch management for desktop environment Provides leadership to technical analysts by instructing and teaching creating, updating, and teaching new processes.
Documents and updates desktop support processes In depth knowledge of Azure AD & On-Prem AD administration Familiar with anti-virus/ Malware protection Understanding of login scripts.
Identifies software application, network and hardware malfunctions and takes appropriate action to resolve Provide top level office and home support/training to Management and Senior Executives including after hours and weekend support when needed.
Work with other IT management for all client side implementation projects of software and hardware. Assume project manager responsibilities for projects to ensure timely and successful completion.
Assist the end user in a timely fashion of any issues they may have regarding software or hardware problems and document all case activity in Servicenow (ITSM system) accurately Have a "can do" attitude regarding all aspects of support while working for the IT Department of the company.
Great research and troubleshooting skills to obtain quick effective solutions for complex network, software or hardware issues that are not familiar to our Desktop support group Work either in a team environment, or alone, with minimal supervision and still provide a very high level of service, support, and work ethic.
- Antivirus Softwares
- Apple Ios
- Azure Active Directory
- Complex Networks
- Computing Platforms
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Job ID: BBBH208380
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