Job Overview:
We are seeking a highly skilled Desktop Support Analyst Tier II-III to join our IT support team. The ideal candidate will have extensive experience in hardware and software application troubleshooting, break/fix tasks, and Windows 11 migration. Additionally, this role will require light server and networking experience to support our broader IT infrastructure.
Key Responsibilities:
- Technical Support: Provide Tier II-III support for desktops, laptops, and peripherals. Troubleshoot and resolve complex hardware and software issues, escalating when necessary.
- Break/Fix: Perform diagnostic tests, repairs, and replacements on faulty hardware components. Ensure timely resolution of user-reported issues to minimize downtime.
- Windows 11 Migration: Lead and assist in the migration of systems from previous Windows versions to Windows 11. Ensure compatibility of applications and hardware, and provide user support during the transition.
- Software Application Support: Install, configure, and troubleshoot software applications, ensuring proper functionality and integration with existing systems.
- Server and Networking Support: Provide light support for server maintenance and network troubleshooting. Assist in the configuration and management of network devices, ensuring connectivity and performance.
- User Training and Documentation: Educate users on best practices for using IT resources. Maintain detailed documentation of support activities, system configurations, and troubleshooting procedures.
- Collaboration: Work closely with other IT team members, including network administrators and system engineers, to support ongoing projects and initiatives. Provide mentorship to junior support staff as needed.
- System Monitoring: Monitor system performance and reliability, proactively identifying potential issues and implementing solutions to mitigate risks.
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