Overview:
Join Quest Software as a Desktop Support Analyst, where you'll provide hands-on technical support to ensure smooth day-to-day operations for our teams. This role is perfect for a proactive problem-solver with strong troubleshooting skills, offering the chance to work with a wide range of hardware, software, and IT systems in a dynamic, global tech environment.
Responsibilities
- Image, install, configure, and deploy PCs for new employees (Windows 11 OS)
- Image, install, configure, and deploy MACs for new employees (MacOS)
- Assist employees with moving their IT equipment during department and office moves
- Assist employees with configuration and setup on mobile devices
- Troubleshoot and resolve calls/emails from employees who are having issues, including being unable to log in, unable to access the internet, unable to access corporate wireless, unable to access VPN, and similar
- Primary responsibility is the local office from an IT perspective, secondary would be the surrounding local area for remote employees
- Perform basic Windows administration, such as password resets and file and folder administration
- Track incidents, requests, and problems in an IT Service Management tool and track inventory deployments in an Asset Management tool
- Job requires the ability to lift, move, and relocate equipment, monitors, and peripherals that may weigh up to 20kg each
- Provide primary IT support to internal company employees
- Responsible for on-site and remote troubleshooting, repair, configuration, and deployment of PC's (mostly Windows-based with a few Apple-related), printers, and mobile devices
- Handle support-related issues with Internet browsers, wireless connectivity, enterprise applications, and other similar items experienced in a corporate environment
Qualifications
- 3 years minimum experience working in a Windows-based corporate environment, troubleshooting, diagnosing, and resolving hardware issues with PC's and mobile devices
- 3 years minimum experience troubleshooting, diagnosing, and resolving client network, connectivity, wireless, and VPN issues in an enterprise environment
- 3 years in a customer support role
- 3+ years of PC desktop support experience
- Requires a strong customer focus and excellent analytical, problem-solving, oral, telephone, and written communication skills
- Must be extremely organized and able to work without direct supervision
