Desktop Support Analyst

- At least an Associates degree in Computer Technology or a related field from a two-year college or technical institution - Certifications achieved or in progress: ACMT, CCT, ITILv4, Comp/TIA - 3-5 years of experience in Service Desk and Desktop Support for both PC and Mac - Preference for experience engaging with multiple customers face-to-face in a Walk Up Bar corporate setting - Excellent interpersonal and communication abilities to effectively engage with technical and non-technical users - Strong commitment to delivering outstanding customer service with thorough follow-through - Familiarity with Mac OS Ventura/Sonoma and Windows 10/11 - Previous experience with Microsoft Office is advantageous - Knowledge of wired and Wi-Fi networking including Windows Active Directory - Understanding of Exchange, AD, Software Distribution Systems, and related technologies - Experience with video conferencing tools and communication technologies such as Zoom is beneficial - Working knowledge of collaboration platforms like Slack and Google Suite - Familiarity with ticketing systems such as Service Now is a plus - Strong mobile support experience (Android, iOS, etc.) - Experience in the installation, upgrading, and maintenance of software, hardware, and peripherals - Understanding of encryption, security tools, and problem-solving within this context - Proficient troubleshooting, diagnostic, and issue-resolution skills - Ability to perform under pressure in a fast-paced setting - Capability to work independently as well as part of a team - Skill in resolving software, hardware, and connectivity problems remotely - Proficiency in identifying and articulating root causes of customer issues