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Desktop Support Analyst

Purchase, NY
Provide technical software and hardware problem resolution to an internal users (and some users based in Europe and Asia) by performing question/problem diagnosis and guiding users through step by step solutions. To clearly communicate technical solutions in a user-friendly and professional manner whilst documenting findings and sharing information verbally across the team

Role responsibilities:
  • Provision of desktop support to Instinet internal users;
  • Provide telephone, email and desk-side support on all issues related to desktop services;
  • Problem ownership via use of a ticket tracking system through to resolution;
  • Deliver and assist in the configuration of end-user PC desktop hardware, software and peripherals within a mixed Windows 7 and Windows 10 environment;
  • Participates in Disaster Recovery tests and assists with ongoing maintenance of site including thin client assets;
  • Assist with AD-HOC projects as required;
  • Administer Active Directory and communicate with other teams globally to set up new starters, leavers, and transfers;
  • Diagnose minor hardware issues and coordinate a timely repair of equipment not covered by third-party maintenance agreements;
  • Update a shared knowledge database;
  • Assist with desk moves of PC hardware when required;
  • Coverage of the shift rota and Public Holidays;
  • Support of remote users;
  • Supporting physical and virtual endpoints;
  • Good customer service

Key objectives critical to success in this role:
  • In depth knowledge of desktop Operating Systems, Windows XP and Windows 7
  • Experience of Windows AD administration and working with GPOs
  • Knowledge of Network Protocols and their troubleshooting
  • Experience of Citrix and VMWare desirable
  • Experience of Altiris or similar for endpoint Client Management desirable
  • Experience of Lotus Domino, basic administration

 

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