Job Description Summary:The Desktop Support team provides on-site and remote technical assistance and support related to hardware, software, and audio visual (AV) for colleagues across all 12 offices globally. The team's vision is to be a first-class global provider of support services by delivering an exceptional customer experience which anticipates needs, provides guidance and works to resolve technology issues for CA staff. The team collaborates with other IT teams to ensure seamless integration and operation of technology across the organization. Desktop Support manages the installation and configuration of hardware and software in addition to being responsible for the on-going maintenance, upgrades and issuing mobile devices, the team also supports A/V technologies throughout the enterprise.
The Desktop Support Analyst role is an exciting opportunity for candidates interested in contributing to, and continuing the high standard for service and support. There will be great opportunities to develop an excellent professional skill set and interact with various internal IT and enterprise groups across all levels.
Job Description:Key Responsibilities:
- Incident Management: Diagnose and resolve issues related to CA hardware, software, CA business applications, operating systems and VDIs to ensure smooth operations. Record, track, and report on all customer incidents through to completion
- Technology Management: Configure, deploy, maintain, and troubleshoot hardware, including workstations, laptops, printers, mobile devices, phones, and meeting room equipment, with the highest standard of service and support.
- Incident Management: Diagnose and resolve issues related to CA hardware, software, CA business applications, operating systems and VDIs to ensure smooth operations. Record, track, and report on all customer incidents through to completion
- Request Fulfillment: Coordinate, manage and complete tasks and requests, including new hire onboarding, access provisioning, and hardware upgrades.
- Audio-Visual Support: Provide troubleshooting and support for audio-visual and video conference meetings via Microsoft Teams, Webex and Zoom for both internal and external meetings, to prevent and minimize disruptions. Coordinate and support department, and firmwide meetings and events.
- Inventory Maintenance: Maintain and update the hardware inventory for end-user devices on-site, ensuring accurate tracking and availability of equipment
- Collaboration and Improvement: Collaborate with IT and cross function teams. Coordinate and Interact with third parties and vendors, contribute to projects, initiatives and pilot programs for service improvements, and share knowledge and best practices with colleagues.
Qualifications:
- Ability to execute tasks and build relationships
- Excellent problem and decision making skills
- Flexible and open to changing priorities and managing multiple tasks simultaneously
- Strong communication skills - both written and verbal
- Experience with Windows 11, LAN/WAN, Ethernet, PC Hardware, iOS Support, Active Directory, VC/AV Support, and virtual desktops; advanced proficiency in Microsoft Office, Adobe Acrobat, and ServiceNow preferred.
- Ability to be flexible and willing to work evenings/weekends if necessary
- Genuine passion for customer service and an interest in emerging technologies
- BA/BSC degree in Technology and/or Business preferred
- ITIL Foundation Level preferred
- MCSA and/or A+ completed or in progress preferred
- Windows 11 Certification preferred
Base salary range for this role:
Pay Range Minimum:
73700
Pay Range Maximum:
95800
In addition to the listed salary range, this position is eligible for an annual performance-based bonus and a comprehensive, competitive benefits package. Actual placement within the stated salary range will be determined based on factors such as skills, experience, and qualifications, as well as internal equity.
