Desktop Support Analysts 1 provide technical support to local and remote users via telephone, email, interaction &/or with remote access resources on a daily basis, relying on experience and established procedures to analyze and resolve technical support incidents and problems.

Key Accountabilities:

Serve as the “go to” hands on IT resource for a respective siteConfigure, deploy, maintain and troubleshoot desktops, laptops, printers, ip phones, mobile devices, and telecommunications devices including accessories related to end user equipmentProvide timely and accurate support to end users and other IT teamsAdhere to End Users Services and Company defined policies and proceduresPerform field support functions associated with internal and external customer-based needsWork with ServiceNow application to manage ticket queuesTrusted to use the following tools to support desktop, laptop, and software managementAsset ManagementSoftware DeliveryRemote ControlActive DirectoryProvide assistance and or information if needed to Asurion Technical Operations Center (ATOC) during critical incidents onsiteAdminister local hardware inventory using ITAM toolProvides after-hours on-call support when neededWork as an extended resource to other IT Support teams to setup, troubleshoot, install/upgrade, decommission, and configure equipmentOnsite ServersOnsite TelephonyOnsite NetworkOther tasks as may be defined/assigned for the efficient functioning of the roles.

Experience, Skillsets and Personal Competencies:

At least 2+ years related experience for a midsize or larger organization (500+ user environment)At least 1-year experience providing support for a Call Center environment (is an advantage)2+ years of experience in troubleshooting of IT infrastructure including but not limited to Computers, Network, Printer, software and Structured Cabling is requiredKnowledgeable in Active Directory, O365, Basic IP Telephony and Citrix EnvironmentFamiliar with setup of IP phone/VoIPSetupTroubleshootingConfigurationDemonstrated ability to effectively communicate by phone or in personMust be possess excellent customer service skills and ability to interact professionally with a diverse group, executives, managers, subject matter experts and business usersMaintains a high degree of professionalism in actionsExcellent teamwork skills and the ability to work unsupervisedDemonstrate performance and aptitude consistent with Asurion core values and cultureHandles confidential and sensitive matters with tact and diplomacyGood English communication skillsFamiliarity with ITIL is a plus.