Desktop/Client Support Analyst

mroads is looking for a "Desktop/Client Support Analyst" for one of the direct clients in McLean, VA.

Requirements:

Proactive and detail-oriented IT professional looking to contribute to a dynamic team

Strong knowledge of Windows, Mac and iOS operating systems.

3-8 years of experience in Desktop Support.

Provide second-level technical support to end-users, ensuring prompt resolution of hardware and software issues.

Install, configure, and troubleshoot desktops, laptops, and peripheral devices.

Excellent problem-solving and communication skills.

Ability to work independently and collaboratively in a fast-paced environment.

Diagnose and resolve hardware and software problems, escalating complex issues to senior team leads when necessary.

Provide on-call support as part of a rotating schedule to address critical issues outside of regular business hours.

Experience in AirWatch.

Manage and prioritize support requests via ServiceNow to meet service level agreements.

Deliver exceptional customer service by ensuring professional, clear, positive and effective communication.

Assist users with configurations, integrations, and problem resolution related to Microsoft applications, such as Outlook, Microsoft Teams, OneDrive, Sharepoint, OneNote, Excel, Multi-Factor Authentication (MFA), and Company Portal, among others.