RDS GAM L1 - Desktop Support Analyst / Engineer at Blue Pearl Consulting Services

Job Description

• We are looking for a skilled Desktop Support Analyst / Engineer at the L1 level to provide remote desktop support (RDS) for our users.
• This role involves troubleshooting, maintaining, and configuring end-user workstations and supporting systems to ensure optimal performance and end-user productivity.
• The ideal candidate has a strong understanding of desktop operating systems, software, and hardware, with excellent communication and problem-solving skills.

Key Responsibilities
Technical Support:

• Serve as the first point of contact for remote desktop support (RDS) issues, providing timely and efficient assistance to end-users.
• Diagnose, troubleshoot, and resolve hardware and software issues for desktop and laptop systems.
• Assist with the installation, configuration, and maintenance of desktop operating systems (primarily Windows and macOS) and commonly used applications.

Incident Management:

• Log, track, and manage incidents and service requests in the ticketing system, ensuring SLAs (Service Level Agreements) are met.
• Escalate unresolved issues to L2 or L3 support teams and follow up to ensure prompt resolution.
• Document all troubleshooting and problem resolution steps to build a knowledge base for future support.

Software and Hardware Support:

• Support and maintain end-user equipment, including desktops, laptops, printers, and mobile devices.
• Provide assistance with application installation, updates, and basic configuration for end-user productivity tools.
• Troubleshoot issues with peripherals, network connectivity, and printing for remote users.

User Training and Guidance:

• Provide basic training to end-users on IT policies, system usage, and common troubleshooting steps to empower users.
• Assist users in understanding and navigating key applications, ensuring a seamless experience and minimal disruptions.

System Monitoring and Maintenance:

• Monitor desktop and laptop systems to identify potential issues and proactively resolve them.
• Perform regular maintenance tasks such as software updates, patches, and system health checks to enhance system performance and security.

Qualifications

• Education: High School Diploma or equivalent; additional IT certifications are a plus.
• Experience: Minimum of 1-2 years of experience in desktop or helpdesk support, with experience in remote desktop support preferred.
• Certifications: CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or other relevant certifications are beneficial.

Skills and Competencies:
Technical Skills:

• Strong understanding of Windows and/or macOS operating systems.
• Familiarity with remote desktop support tools and VPN technologies.
• Knowledge of troubleshooting network connectivity issues, including LAN, Wi-Fi, and VPN.
• Proficiency in Microsoft Office Suite and other productivity software commonly used in business environments.

Soft Skills:

• Excellent communication and customer service skills, with a focus on user satisfaction.
• Strong problem-solving abilities, with the ability to work under pressure and meet tight deadlines.
• Detail-oriented, with good documentation skills to ensure clear tracking and reporting of support issues.