Desktop Support Analyst - Crescens Inc.

Job title: Desktop Support Analyst
Location: Richmond, VA
Duration: 8+ months

Short Description:

.* local candidates strongly preferred
* interviews will be conducted ONSITE, NO exceptions
* candidates MUST be able to work ONSITE 100%

Job Description:

• Issues new workstations to incoming employees, coordinates issuance during

employee orientations, internal refreshes, etc.

• Issue and troubleshoot peripheral devices provided alongside workstations

(Monitors, docking stations, input/output devices, etc.)

• Manages and monitors customer IT issues using helpdesk tools – ServiceNow,

Ivanti, and SharePoint. Support over the phone, in person, and using remote control

• Works directly with customers to assist in managing and fixing software and

application issues on desktops, laptops, tablets, and printers

• Troubleshoot software and hardware problems and enhances the level of direct

services to field staff

• Install, maintain, and assist in testing and upgrading of new and existing hardware

and software

• Provides advanced problem management, troubleshooting, root cause analysis and

escalations to resolve customer problems

• Creates job aids for internal staff to enhance the use of infrastructure such as

SharePoint, OneDrive, and Office products

REQUIRED EXPERIENCE & SKILLS
•Strong customer service skills with a Customer First attitude
•Extensive skills and experience in desktop products including but not limited to
Windows 11, SharePoint Online, OneDrive, Teams, and MS O365
•Ability to utilize troubleshooting tools and skills in managing and administering
desktops, laptops, and tablets
•Excellent research and investigative skills
•Knowledge and experience in Active Directory, cmd line tools, remote support tools,
basic networking
•Experience in working with help request tracking and reporting tools
•Knowledge of IT concepts and trends and new technologies
•Ability to troubleshoot hardware and software issues, and communicate solutions to
customers both in the Central Office and in the field
•Ability to communicate effectively orally and in writing with individuals and groups
•Basic understanding and knowledge of software packaging and deployment
(preferably using Ivanti End Point Manager, previously LANDESK Management
Suite)