Desktop Support / Service Desk Analyst

Premier, global reinsurance firm seeking a IT Desktop Support / Service Desk Analyst

I have been supporting this client for 20+ years and I can sincerely say they have the best, most employee centric, corporate culture of any client I’ve worked with. Their global team shares a passion for solving their customers’ problems through a collaborative and entrepreneurial culture that empowers employees and rewards creative thinking.

This position is an in office role in midtown NYC.

This is a contract position with a minimum 6 month initial duration (likely longer)

Position Summary:

This individual will provide front-line Tier 1/2 technical support (either by phone or in person) to local and global users, and report to the IT Lead - Services & Ops Manager. This position will require the individual to interface with the various local and global IT members. This individual will need to efficiently and effectively manage problems reported to or logged within out trouble tracking system by business members and manage then in accordance to established SLA’s. Core responsibilities of this position is listed below, which include but not limited to troubleshooting user endpoint problems, drive/own/action IT tasks, execute on project deliverables and work within established IT processes/procedures.

Principle Accountabilities:

· Respond promptly to user requests for technical assistance

· Leverage IT’s trouble record system to log, own, track and manage all user requests through to completion

· Own problems to resolution and document root causes in IT's knowledge management and WIKI systems

· Support users with connectivity and company issued equipment when in-office or working from home (WFH)

· Participate in the day-to-day installation, troubleshooting, and maintenance of IT managed systems

· Escalate and manage problems or warranty issues with third-party vendors

· Image, install, support, and maintain all end-user technologies and company issued equipment

· Procure, manage, maintain, and audit inventory levels, as defined by the IT Support managers, and required for each office

· Pull hardware from inventory, image (where applicable), configure, deploy, and maintain accurate Win/IOS SNOW/Intune records

· Execute project tasks to deliver on global IT and business initiatives

· Ensure local meeting room are checked per routine, verify AV systems are functioning as designed and peripherals are in place and ready for use

· Create and/or update user access upon request and once manager/data owner approval is received

· Assist in troubleshooting network problems which include (but are not limited to) WAN/LAN/Hardware/Servers/Software and test environments

· Manage monthly patching of use endpoint equipment and infrastructure server platforms

· Provide timely response of known vulnerabilities and patching of end-user equipment to mitigate and protect the firm from known threats

· Administer Active Directory user accounts, Domain Computer Accounts and cloud or Microsoft services with the ability to troubleshoot issues, as needed.

· Be an active member of IT functional groups that supports key IT managed platforms

· Provide support for business and board meetings which includes planning, setup, testing and in-person support (for both internally/externally hosted meetings)

· Participate in annual DR tests to ensure understanding of recovery process and procedures required by the business

· Notify management of potential platform, network or cloud services problems that impacts the business

· Contribute to ongoing improvements within the IT support environment

· Maintain operational, configuration and other procedural documentation

· Provide feedback that can help improve services RenRe’s the business and their needs

· Must be able to lift and install computer equipment and coordinate user and department wide desk moves

Basic competencies:

Excellent verbal and written communication skills

Excellent attention to detail

Customer focused

Ability to work independently and function as part of the team

Willing to work outside of normal business hours when needed and be part of a rotating on-call schedule

Able to perform under pressure and working within tight deadlines

Driven in providing the highest level of service to the firms business and user community

Professional/Technical competences:

Knowledge and experience of supporting PC’s, Laptops and Smartphones, ability to troubleshoot hardware, software and Comms issues.

Knowledge of: Microsoft Active Directory, Microsoft Cloud Services, Microsoft OS’s (Win10/11) M365/SharePoint Online/Teams and One Drive platforms

Good understanding of how networking basics including Switches, Routers, and LAN/WAN environments operate and being able to troubleshoot common connectivity issues

Experience in deploying desktop/laptop images to corporate computers

Support an environment which encompasses a wide range of technologies and applications