Desktop Support Analyst at A-Line Staffing Solutions

Title: Desktop Support Analyst

Location: Santa Monica, CA – ability and willingness to travel to Los Angeles, CA for work assignments required

Note: This role is NOT open to C2C or 3 rd party candidates

The Desktop Support Analyst will join our Level-2 Support Team, and the ideal candidate will possess a strong background in providing hardware and software support for both MAC and PC environments, along with experience utilizing SCCM, JAMF, Office365, and Adobe applications. Additionally, ideal candidates should have experience in general inventory management and supporting AI integration with office products. This position reports into the US Service Desk Associate Director.

Position Responsibilities:

Customer Focus: Deliver exceptional customer service by effectively communicating with users to understand issues, providing timely resolutions and escalating, when necessary
Issue Management: Effectively evaluate and manage various end user situations and escalate to managers, 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, and provide support for end users regarding issues with network connectivity from home and office, printers, corporate emails, 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 tasks, ensuring smooth and consistent application installation and updates
Inventory Management: Oversee general inventory management, including tracking and maintaining hardware (CMDB) and software assets, and desktop refreshes utilizing corporate ITAM tools, 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, as needed
Incident and Service Request SLA Achievement: Achieve and maintain monthly SLA targets for Incidents (93%) throughout the year, and achieve and maintain monthly SLA targets for Service Request Taks (84%) throughout the year

Position Qualifications:

• 5+ years of IT experience, with proven experience delivering support in progressive IT roles within large, complex organizations, with diverse lines of business and systems
• Ability to lead and supervise IT projects, as directed by Regional Managers
• In-depth knowledge of Azure AD and On-Prem AD administration
• Familiarity with anti-virus and malware protection
• An understanding of login scripts
• Ability to configure and troubleshoot email clients, such as Microsoft Outlook
• Ability to configure, deploy, and support mobile devices, such as Androids and iPhones
• Ability to identify software application, network, and hardware malfunctions, and take appropriate action to resolve
• 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
• Excellent analytical and problem-solving skills
• Excellent communication, presentation, influencing, and relationship-building skills; ability to communicate effectively throughout all levels of associates, and with those from diverse cultural backgrounds
• Ability to connect and guide teams through rapid changes and maintain focus in the delivery of strategic initiatives; demonstrated success guiding large scale initiatives across enterprises
• A “can do” attitude regarding all aspects of support
• Ability to work in a team environment or alone, with minimal supervision while providing a high level of service, support, and work ethic
• Willingness and ability to travel depending on current business needs
• A minimum of a Bachelor's Degree in a technical discipline, or equivalent working experience

Note: This role is NOT open to C2C or 3 rd party candidates