Desktop Support Analyst 1

End User Support Analysts provide technical support to local and remote users via telephone, email, interaction and/or remote access resources on a daily basis, relying on experience and established procedures to analyze and resolve technical support incidents and problems.

Responsibilities

• Efficiently categorize, prioritize and diagnose incidents and service requests received via ticketing system.
• Prioritize own workflow to meet deadlines as assigned by the leadership team.
• Provide technical assistance to end-users and/or guidance to acquire resolution within established SLAs.
• Efficiently image, install, test and maintain desktops, laptops, thin-client terminals, peripherals, printers and multiple desktop applications.
• Proactively contact end users with follow-up telephone calls, IM or email messaging or direct personal interaction.
• Establish a proficiency in the applications, system interface, tool...