Job Description & Requirements
We are seeking a skilled Technical Analyst to support, implement, and manage Windows operating systems, MS Office products, and desktop infrastructure. The role requires end-to-end responsibility for incident response, effective communication across various channels, and adherence to service levels to ensure the smooth operation of IT systems.
Key Responsibilities
- Implement, support, and manage Windows operating systems, MS Office products, and other desktop applications.
- Respond promptly to incidents using various communication methods, including email, conference calls, instant messaging, and in-person interactions.
- Take full responsibility for time-sensitive tasks by engaging the necessary partners and ensuring timely resolution.
- Monitor progress on tasks and generate reports for senior leadership, ensuring service levels and departmental guidelines are consistently met.
Technical Skills
- Proficient in Windows, storage, backup, user access, permissions, and networking.
- Experienced in MS Office products, EzOffice, helpdesk portal administration, and virtual desktop infrastructure (VDI) support.
- Knowledgeable in VPN services and EUX inventory management.
- Skilled in resolving common issues, such as account lockouts, password resets, and O365 support.
- Capable of building and installing PCs, telephone systems, wireless networks, and peripheral devices (e.g., printers, scanners, mobile devices).
Non-Technical Skills
- Strong verbal and written communication skills, with the ability to manage tasks, set priorities, and address issues effectively.
- Experience supporting global customers, with readiness to work in a 24/7 environment, including rotating shifts and weekly offs.
- Familiar with end-user support tools like RDP and other remote access tools.
Preferred Skills
- Experience in mobile device support, including iPads, tablets, and smartphones.
- Familiar with routine maintenance of PCs, networks, telephone systems, and peripheral devices.
Key Skills Summary
- Windows OS, storage, backup, user access, permissions, networking, MS Office, EzOffice, helpdesk portal administration.
- VDI support, VPN services, EUX inventory management, and familiarity with remote desktop and support tools.
