Sr Desktop Support Analyst

Education and Experience Requirements

Bachelor's Degree or equivalent combination of education and experience to successfully perform the essential functions of the job. Degree in Computer Science, Management Information Systems, or technology related field highly preferred. 3 years experience providing desktop technical support.

Position Purpose:

Provide guidance and on-site executive support for installed products and applications in a timely, competent and highly professional manner. This role will primarily provide support for C-suite executives and their support staff.

Job Description

Principle Duties and Responsibilities:

Essential Functions:

1. Provide technical support and guidance on software installation, utilization and troubleshooting to ensure successful implementation.
2. Analyze the customer's technical environment and explain complex issues to customers in a non-technical way in order to maintain customer satisfaction.
3. Observe and report on activities used to support customers; provide ideas, input, and innovation throughout the development process.
4. Provide technical support to executive management and designated VIPs, and training to customer staff.

Perform other duties as assigned.

Other Requirements:

1. Ability to provide technical support service delivery within established guidelines.
2. Desktop/windows/PC expertise.
3. Problem solving and customer facing skills.
4. Deep understanding of the ITIL Incident Management Process.
5. Excellent interpersonal skills to effectively interact with internal/external clients/vendors.
6. Excellent analytical, assessment, planning, verbal and written communications skills.
7. Soft skills and technical skills that contribute to client satisfaction.

A credit history check from a national credit bureau will be conducted for all candidates for this position including new hires and current employees seeking promotion or transfer.