Desktop Support Analyst

The Desktop Support Analyst provides hands on, user support for all staff including executives and the C suite. The successful candidate will have excellent customer service skills, have a calm demeanour and the ability to de- escalate stressful situations. Provide accurate, timely, and known solutions to end user computer and networking problems of basic to moderately complex nature to ensure end-user productivity. Perform restorative and maintenance actions either remotely or at the end users location to resolve problems using basic troubleshooting and technical skills. Respond to situations where standard procedures have failed in isolating or fixing problem equipment or software installations, moves, and configuration changes.
This role reports to the Manager, Infrastructure Operations and will have strong relationships with the other infrastructure support teams.

About you:
You should have a strong background in both Mac and Windows computing environments. This includes knowledge of the operating systems and common applications used on both systems. You should have experience using enterprise tools similar to Microsoft SCCMIntune, Filewave, JAMF, O365 and Adobe. You should have excellent customer service skills and you should enjoy working with a team of experienced Infrastructure professionals, development team members and dedicated business leads and product owners.
Your day-day:
The Desktop Support Analyst is responsible for addressing user issues including service requests, trouble tickets, moves, adds, and changes in a timely manner:
Field service requests that come in through Jira, through chat, or other means - Address user issues quickly and professionally
Image computers, both Mac and Windows, for new hires as needed - Conduct new hire onboarding training
Work with the other Infrastructure teams such as the Network, Server, and Devops support teams to resolve issues
Walk users through using the software on their computers as needed - O365, Adobe Creative Suite, and VPN software as examples
Work on projects as they come up and are assigned to you
You have:
Professional appearance, excellent communication skills, customer service attitude and outstanding bed side manner when working with users
5+ years of experience supporting desktop operating systems and applications including Apple Macintosh
Experience with MS Office 365 and MS Teams
Experience with Adobe Creative Suite
Experience supporting executives and interacting with all levels of company
Able to work well as part of team as well as individually
Experience using a help desk chat or telephone ACD system to provide support
Willingness to travel between our offices if the need arises
About this team:
The IT Infrastructure services team at Trusted Media Brands is made up of seasoned/experienced IT professionals. This diverse team works closely together, sharing information across groups and helping each other out. Although you will be on the Desktop Support team you will have opportunities to learn from other areas in Infrastructure.