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Desktop Support Analyst II

  • Job
    Full-time
    Junior Level
  • Customer Relations
    IT & Cybersecurity
  • Toronto

AI generated summary

  • You must have a vehicle and driver license, 2+ years desktop support experience, skills in Active Directory, Office 365, Exchange, hardware support, basic networking, and user-facing communication.
  • You will provide desktop support, resolve escalated issues, manage ad hoc projects, maintain equipment, enhance documentation, and ensure customer queries are effectively addressed.

Requirements

  • Must possess a Vehicle + Driver License for potential travel to various sites for on-site tech support (not frequent, maybe 1-2x / 6 months)
  • Excellent communication and customer service skills to support Corporate Users/C-Levels/Non-Technical Users
  • Minimum of 2+ years in a similar role, handling escalations from the Level 1 Help Desk Team
  • Active Directory
  • Office 365
  • Exchange
  • Hardware support (imaging, servers, desktops, laptops, tablets, printers, mobile devices)
  • Basic Networking: troubleshooting connectivity, ethernet, patches (networking team to handle more complex issues)
  • Asset: SharePoint, VOIP, InTunes

Responsibilities

  • 70% of role is providing premier desktop support to corporate users, both onsite and remotely, resolve escalated issues from the Level 1 Help Desk team
  • 30% of role is ad hoc projects, including but not limited to work on MDM, InTunes, Mergers & Acquisitions
  • Utilize excellent communication skills to liaise and build relationships with internal and external stakeholders
  • Routine checks and maintenance of equipment to ensure optimal hardware and software functioning
  • Continuously improve through the creation and maintenance of documentation for support procedures
  • Ensure customer queries are appropriately resolved, capturing necessary details to escalate complex issues

FAQs

What are the primary responsibilities of the Desktop Support Analyst II?

The primary responsibilities include providing premier desktop support to corporate users (70% of the role) and participating in ad hoc projects such as work on MDM, InTunes, and Mergers & Acquisitions (30% of the role).

Is travel required for this position?

Yes, a vehicle and driver’s license are required for potential travel to various sites for on-site tech support, which may occur 1-2 times every six months.

What technical skills are required for this role?

Required technical skills include experience with Active Directory, Office 365, Exchange, hardware support (such as imaging, servers, desktops, laptops, and printers), basic networking troubleshooting, and familiarity with asset management tools like SharePoint, VOIP, and InTunes.

What type of customer support experience is expected?

Excellent communication and customer service skills are essential to support Corporate Users, C-Level executives, and non-technical users.

How much experience is necessary for applicants?

A minimum of 2+ years in a similar role, particularly handling escalations from a Level 1 Help Desk team, is required.

What is the expectation regarding documentation and procedures?

The Desktop Support Analyst II is expected to continuously improve support processes by creating and maintaining documentation for procedures.

Are there opportunities for career development?

Yes, Robert Half emphasizes providing access to competitive compensation, benefits, and free online training to help employees progress in their careers.

What is the focus of the ad hoc projects?

The ad hoc projects can include areas such as Mobile Device Management (MDM), InTunes, and tasks related to Mergers & Acquisitions.

How is complex customer interaction handled?

Customer queries should be appropriately resolved, and necessary details should be captured to escalate complex issues when needed.

How does Robert Half support its employees?

Robert Half supports its employees by offering access to top job opportunities, competitive pay, benefits, and resources for career advancement and skill enhancement.

Helping you find skilled candidates, in-demand jobs, and solutions you need to do your best work yet.

Human Resources
Industry
10,001+
Employees
1948
Founded Year

Mission & Purpose

Robert Half is a global staffing firm that specialises in placing skilled professionals in accounting, finance, technology, legal, creative, and administrative roles. Their ultimate mission is to connect talented individuals with leading companies, ensuring both businesses and employees achieve their full potential. The company's purpose is to provide personalised recruitment services, helping clients find the right talent and job seekers find fulfilling careers, all while maintaining a high standard of ethical practices and industry expertise.