IT Service Desk Associate

Position Summary:

IT Service Desk Associates primary role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests and application support. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. Candidate will be required to interact with other members of

the Global IT Team to diagnose and resolve unique problems. At times, the candidate will be asked to assist in the maintenance and testing of network, servers and/or associated equipment.

Responsibilities/Job Description:

• Microsoft Azure Virtual Desktop support and troubleshooting to Troubleshoot connection issues.
• Software installation and updates
• Citrix Support and Troubleshooting to Reset Citrix profiles.
• Resolve Citrix connection issues.
• Software installations and updates
• Troubleshoot applications on Citrix Servers
• Support and troubleshoot Audio Video Conferencing (Polycom, Teams and Zoom)
• Support and troubleshoot phone issues.
• Support and troubleshoot workstations, monitors, etc.
• Escalate IT issues when necessary. (I.e. escalate issues related to virtual environment, resolve issues in conjunction with Infrastructure team, etc.)
• Develop user-training manuals, help sheets, frequently asked questions (FAQs) and procedures for end users where applicable.
• Support and troubleshoot workstations, monitors, etc.
• Escalate IT issues when necessary. (I.e. escalate issues related to virtual environment, resolve issues in conjunction with Infrastructure team, etc.)
• Develop user-training manuals, help sheets, frequently asked questions (FAQs) and procedures for end users where applicable.
• Provide clear & concise information though written and verbal communications.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Build rapport and elicit problem details from help desk customers.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Learn software and hardware used and supported by the organization.
• Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• On premise, Saturday support required during busy season, January 1st through April 15th.
• Lifting and transport of computers and peripherals.