We are seeking a skilled IT Desktop Support Analyst to join our client's Level-2 support team. The ideal candidate will have experience providing hardware and software support in both MAC and PC environments, along with proficiency in tools like SCCM, JAMF, Office365, and Adobe applications. This position involves managing inventory, achieving SLA and project targets, and supporting AI integrations with office products.
Day-to-Day Responsibilities:
Provide technical support for MAC and PC users, addressing hardware/software issues and ensuring timely resolutions.
Troubleshoot and resolve issues with network connectivity, printers, corporate email, handheld devices, and software applications.
Administer and support Office365 apps (Outlook, Word, Excel, PowerPoint, Teams, SharePoint, OneDrive).
Support Adobe Creative Cloud apps, including installation and troubleshooting.
Deploy software using SCCM and JAMF, ensuring smooth installations and updates.
Manage hardware and software asset inventory, utilizing tools like JAMF, SCCM, and PowerBI.
Assist with AI tools and integrations with office products to support end users.
Achieve and maintain SLA targets for incidents and service requests.
Provide mobile device support (Android, iOS) and email client configuration (Microsoft Outlook).
Lead and supervise IT projects as assigned.
Maintain and update documentation for troubleshooting steps, system configurations, and processes.
Must-Haves:
5+ years of experience in desktop support or similar IT support roles.
Proficiency in PC/MAC OS, hardware/software troubleshooting.
Hands-on experience with SCCM, JAMF, Office365, and Adobe Creative Cloud applications.
Strong knowledge of inventory management and asset tracking.
Familiarity with ServiceNow or other ticketing/asset management systems.
Experience supporting mobile devices (Android/iOS) and configuring email clients.
Experience in Azure AD & On-Prem AD administration.
Soft Skills:
Strong customer service orientation with the ability to effectively communicate and resolve issues.
Team player with the ability to collaborate with various IT teams and departments.
Excellent problem-solving skills and attention to detail.
Ability to manage multiple priorities and meet SLAs in a fast-paced environment.
Nice-to-Haves:
Relevant certifications (e.g., Microsoft, Apple, CompTIA, A+).
Familiarity with anti-virus/malware protection tools.
Experience with AI tools and their integration with office products.
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