Senior End User Services Analyst

Job Description

Your Primary Responsibilities: Deliver prompt support solutions for Windows computer systems, Linux Virtual Terminals (VDI) Cisco phone and networked enterprise services by phone, in person, via e-mail, or through remote sessions. Set realistic expectations with the end-user and communicate issues which negatively impact expectations in a timely manner. Effectively resolve escalated workstation issues. Effectively document all support efforts into the incident tracking system. Assist with troubleshooting outages/interruption of services. Contribute to the ongoing cycle of improving Desktop processes. Qualifications Bachelor's degree preferred or equivalent experience. Talent needed for success: Minimum of 2 years of related experience. Set realistic expectations with the end-user and communicate issues which negatively impact expectations in a timely manner. Effectively resolve escalated workstation issues, effectively document all support efforts into the incident tracking system. Assist with troubleshooting outages/interruption of services, contribute to the ongoing cycle of improving Desktop processes. Aligns risk and control processes into day-to-day responsibilities to monitor and mitigate risk; escalates appropriately. Desktop Support Experience, Excellent Customer Service and Communication Skills (oral and written) Active Directory McAfee EPO BitLocker Intune, BYOD Bomgar Laps UI Microsoft Office 365 RSA Authentication Manager Virtualization (VMware\Citrix) Basic Networking understanding (TCP/IP) Service Now