À propos
The Desktop Support Analyst provides advanced, hands-on, on-site, technical support to Auxis' and Auxis' clients' end users and serves as an escalation point for incidents and service requests initially handled by the Service Desk. This role focuses on resolving more complex desktop, user connectivity, endpoint software and hardware, and Microsoft 365-related issues, ensuring a high-quality end-user experience while complying with established IT service management processes, security standards, and SLAs.
Responsibilities
Advanced End-User & Desktop Support
Serve as the escalation point for desktop and endpoint-related issues from the Service Desk Troubleshoot and resolve complex hardware, software, and peripheral issues not resolved at first contact Provide on-site and remote support for desktops, laptops, mobile devices, printers, and conferencing equipment Perform advanced break/fix activities, device replacements, and workstation moves
Microsoft 365 & Collaboration Support
Provide advanced support for Microsoft 365 application,s including Outlook, Teams, OneDrive, SharePoint, Word, Excel, and PowerPoint Troubleshoot complex email, calendaring, and Teams collaboration issues Resolve OneDrive synchronization problems, SharePoint access/permissions issues, and file recovery requests Support Microsoft Teams meetings, audio/video, conferencing rooms, and collaboration devices Assist with Microsoft 365 licensing validation, MFA issues, and account access problems
Identity, Access & Endpoint Management
Perform advanced troubleshooting related to Active Directory and Azure AD user accounts Support identity, authentication, and MFA-related issues Assist with device enrollment, configuration, and policy enforcement using endpoint management tools such as Microsoft Intune, JAMF, or SCCM Troubleshoot VPN, remote access, and endpoint security issues
Incident, Problem & Request Management
Own escalated incidents through resolution, ensuring timely communication and user updates Collaborate with Infrastructure, Network, Security, and Application teams on cross-functional issues Identify recurring issues and contribute to root cause analysis and problem management efforts Ensure proper documentation and ticket updates in the ITSM platform
Device, Asset & Lifecycle Support
Image, configure, deploy, and refresh end-user devices Support onboarding and offboarding activities, including device setup, access validation, and equipment recovery Maintain accurate asset records and support hardware lifecycle management
Knowledge, Documentation & Continuous Improvement
Create and maintain knowledge articles, SOPs, and escalation runbooks Provide feedback to the Service Desk to improve first-contact resolution Identify opportunities for automation and process improvement within end-user support
Customer Experience & Compliance
Deliver a high-touch, customer-focused support experience, including executive and VIP users as needed Ensure compliance with corporate security, data protection, and IT policies Support continuous improvement of CSAT, SLA performance, and operational maturity
Skills and Experience
Technical Skills
Strong experience supporting Windows 10/11 and some macOS in an enterprise environment Advanced hands-on experience with Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) Solid understanding of Active Directory and Azure AD Experience with endpoint management tools (Intune, JAMF) Working knowledge of networking fundamentals (LAN/WAN, Wi-Fi, VPN) Experience with ITSM tools (ServiceNow, Jira Service Management, etc.)
Professional Skills
Strong analytical and troubleshooting skills Excellent communication skills with both technical and non-technical users Ability to work independently and manage escalations end-to-end Customer-service mindset with attention to detail and accountability
Education & Experience
Associate or bachelor's degree in information technology or related field, or equivalent experience 3-5 years of enterprise desktop support experience Relevant certifications preferred (Microsoft, CompTIA, ITIL)
Work Environment
On-site position, based on Auxis' Sunrise, FL corporate office. Combination of onsite and remote support responsibilities Occasional after-hours or on-call support may be required
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Compétences linguistiques
- English
Avis aux utilisateurs
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