Desktop Support Analyst

Job Title: Desktop Support Analyst (Contract) - Job

Location: Onsite Easton, Pennsylvania

The ideal candidate will possess a strong background in providing hardware and software support for both MAC and PC environments, along with experience in utilizing SCCM, JAMF, Office365, and Adobe applications. Additionally, the candidate should have experience in general inventory management and supporting AI integrations with office products.

Responsibilities:

• Customer Focus:
Deliver exceptional customer service by effectively communicating with users to understand issues, providing timely resolutions, and escalating when necessary.

• Issue Management
Effective evaluates and manages various end user situations and escalates to manager when necessary.

• Teamwork & Collaboration

Effectively work with other HTS teams and management for responsive, effective information feedback, escalation and end user issue resolution.

• Technical Support
Provide comprehensive desktop support for MAC and PC users, addressing hardware and software issues promptly and efficiently.

Provide support for the end users regarding issues with network connectivity from home and office, all types of printers, corporate email, handheld devices, scanners, and a multitude of software applications.

• Office365 Support
Administer and troubleshoot issues related to Office365 applications, including Outlook, Word, Excel, PowerPoint, Teams, SharePoint, and OneDrive.

• Adobe Suite Support
Provide support for Adobe Creative Cloud applications, addressing installation, authentication and access issues.

• Software Deployment
Utilize SCCM and JAMF for software deployment and management, ensuring smooth and consistent application installations and updates.

• Inventory Management
Oversee general inventory management, including tracking and maintaining hardware (CMDB) and software assets and desktop refresh utilizing the corporate ITAM tool as well JAMF, SCCM, PowerBI and other tools to maintain the integrity and accuracy of the asset inventory.

• AI Support
Assist with end user issues and support of AI tools with office products, ensuring seamless operation and user productivity.

• Documentation
Maintain accurate and up-to-date documentation of technical procedures, troubleshooting steps, and system configurations.

• Incident and Service Requests

• Ability to configure and troubleshoot email clients such as Microsoft Outlook.

• 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

• 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

Qualifications:

• 5+ years of IT experience

• Proven experience in progressive IT roles within a large, complex organization with diverse lines of business and systems

• Bachelor's degree in a technical discipline or equivalent working experience

• Experience in delivering support to a diverse company

• Provide a proven ability to communicate effectively throughout all levels of associates and with those from diverse cultural backgrounds

• Excellent analytical and problem-solving skills

• Excellent communication, presentation, influencing, and relationship- building skills

• Ability to connect and guide teams through rapid change and maintain focus on the delivery of strategic initiatives

• Demonstrated success guiding large scale initiatives across an enterprise

• Willingness to travel depending on current needs

• 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.

About Delphi-US
Delphi-US is a national recruiting firm based in Newport, Rhode Island. We specialize in IT, Engineering and Professional Staffing services for premier corporations and a multitude of industries across the United States. We are the Peacemakers In The Talent War - bringing the best and brightest talent to Employers of Choice, enabling critical project success, fostering progressive employment relationships, and promoting competitive advantages for our Clients and the Talent Marketplace we serve. Delphi accomplishes this with a proprietary skill-based and cultural matching process that results in higher qualified submissions along with increased interviews and offer rates. You'll find our team is highly experienced, friendly, professional and ready to advocate on your behalf, armed with industry trends, and an understanding of employer expectations.