Deskside Support Analyst

The Deskside Support Analyst will provide quality remote and onsite support to IT users, employing a high degree of customer service, technical expertise, and timeliness. Consult knowledge base to optimize problem resolution, track calls and enter solution data and follow through on resolution with end users.

Duties and Responsibilities

• Handle incoming tickets and provide support; document each call verifying customer information and including all troubleshooting steps
• Research, resolve, and respond to questions received via phone calls, emails, and submitted requests and tickets in a timely manner, in accordance with standards and SLAs if applicable
• Install, configure, and upgrade hardware and software applications.
• Collaborate with cross-functional teams to ensure the smooth operation of IT systems.
• Escalate problems to appropriate individual/group for additional troubleshooting and...