Desktop Support Analyst
Mroads LLC · Hickory Hill, Shelby County ·
- Category
- Support
Desktop Support Analyst providing second-level, onsite IT support to end-users in Hickory Hill (Shelby County): troubleshooting Windows, Mac and iOS hardware/software, managing devices with MDM tools (Intune, Jamf, Workspace ONE UEM), Active Directory, and supporting Microsoft 365 apps via ServiceNow tickets, including rotating on-call duty.
Proactive and detail-oriented IT professional looking to contribute to a dynamic team Strong knowledge of Windows, Mac and iOS operating systems. Provide second-level technical support to end-users, ensuring prompt resolution of hardware and software issues. Install, configure, and troubleshoot desktops, laptops, and peripheral devices. Excellent problem-solving and communication skills. Ability to work independently and collaboratively in a fast-paced environment. Experience in MDM tools such as Intune, Jamf, Airwatch (Workspace ONE UEM). Experience in Active Directory. Diagnose and resolve hardware and software problems, escalating complex issues to senior team leads when necessary. Provide on-call support as part of a rotating schedule to address critical issues outside of regular business hours. Manage and prioritize support requests via ServiceNow to meet service-level agreements. Deliver exceptional customer service by ensuring professional, clear, positive, and effective communication. 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.