Desktop Support Analyst

Job Description

Mroads is looking for a "Desktop/Client Support Analyst" for one of the direct clients in Memphis, TN

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Job Description:

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• Proactive and detail-oriented IT professional looking to contribute to a dynamic team

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• Strong knowledge of Windows, Mac and iOS operating systems.

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• Provide second-level technical support to end-users, ensuring prompt resolution of hardware and software issues.

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• Install, configure, and troubleshoot desktops, laptops, and peripheral devices.

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• Excellent problem-solving and communication skills.

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• Ability to work independently and collaboratively in a fast-paced environment.

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• Experience in MDM tools such as Jamf, Airwatch (Workspace ONE UEM).

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• Diagnose and resolve hardware and software problems, escalating complex issues to senior team leads when necessary.

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• Provide on-call support as part of a rotating schedule to address critical issues outside of regular business hours.

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• Manage and prioritize support requests via ServiceNow to meet service level agreements.

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• Deliver exceptional customer service by ensuring professional, clear, positive and effective communication.

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• Assist users with configurations, integrations, and problem resolution related to Microsoft applications, such as Outlook, Microsoft Teams, OneDrive, Sharepoint, OneNote, Excel, Multi-Factor Authentication (MFA), and Company Portal, among others.

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