Job Details
Sr. Desktop Support Analyst
Onsite Role
Who We Are
RL Canning is a global IT managed service and consultancy dedicated to working alongside our customers to enhance the digital workplace with a clear focus on value by maximizing technology and operational excellence. Our service portfolio and ecosystem of digital innovators offer industry-leading solutions and integrated expertise that are designed with each unique customer in mind to deliver a sustained effort to achieve better and faster results that are aligned to enduring strategic outcomes.
Job Overview
The Senior Desktop Support Analyst will be part of a team responsible for providing on-site support for workplace devices, software, and processes for end-users working globally. Takes full responsibility for the timely completion of IT problem resolution with a wide variety of clients, including senior-level associates.
In this role, you will
- Provides in-person high-touch support to executives and various customer personas, which allows end-users to receive dedicated support for any IT issue that may occur and promises ultimate ownership and resolution.
- Provides troubleshooting for Windows 10, Apple OS, O365, and Laptop/Desktop hardware issues.
- Assists with writing procedures, documenting activities, and troubleshooting problems.
- Interfaces with customers to troubleshoot problems, gather information, provide guidance, and coordinate activities.
- Balances multiple priorities and can adjust to changing work demands and shifting focus.
- Assist and Coordinate routing of escalations and outages. Participating in resolution.
- Conference room troubleshooting including Smart Hands along with setup & support for meetings.
- Maintains the work area and equipment in a clean and orderly condition and follows prescribed safety regulations.
- The employee must frequently lift and/or move items up to 50 pounds.
- This position requires standing, walking, bending, kneeling & crouching.
- Other duties as assigned.
For this role, you will need
- 3+ years providing "hands-on" infrastructure support, including network, servers, desktops, and related peripherals.
- Must be able to work 100% onsite Monday to Friday from 7:30 a.m. to 4:30 p.m.
- Experience supporting and collaborating with VPs, C-level Executives, or other enterprise end-users in previous roles.
- Break/fix laptop/desktop hardware repair experience.
- Must have strong experience with Windows 10, and MAC OS desktop environments, including troubleshooting and configuration.
- Strong understanding of mobile devices mobile device application functionality as it pertains to the following smartphone operating systems: iPhone, and Android OS.
- Must have excellent customer service and interpersonal skills; must have excellent communication skills, both verbal and written.
- Strong understanding of timelines, milestones, and deliverable due dates.
- Strong documentation and process skills are required.
- Must have worked with the ServiceNow Ticketing system.
- MAC certifications are preferred. (ACSP Certification)
- Travel if required.
Why Join Us
Cutting-Edge Innovation & Technology: Unlock the opportunity to be a vital part of a cutting-edge environment where innovation is not just encouraged but is a way of life. You'll have the opportunity to engage with the latest technologies, contribute to groundbreaking projects, and be at the forefront of technological advancements in the IT sector.
Professional and Personal Growth: Our company believes in investing in our team's growth. Our commitment is to empower our team members with the tools and resources they need to enhance their skills, stay at the forefront of industry trends, and unlock new opportunities for advancement. We believe that investing in the development of our talent not only enriches individual careers but also contributes to the collective success of our company.
Collaborative & Inclusive Culture: Become part of a team where collaboration is key. Our inclusive culture values every voice and fosters a workspace where teamwork and collective problem-solving are paramount. You'll work alongside talented professionals from diverse backgrounds, sharing ideas and creating solutions together.
Empowering Work Environment: Discover the opportunity to be a valued team member where your ideas are valued, your contributions matter, and your potential is recognized. You will be part of a team where your ideas are heard and your work has a meaningful impact on our projects and clients, fostering a sense of achievement and purpose in your role.
Benefits Offered
* Medical, Dental, and Vision Insurance
* Matching 401K
* Short & Long-Term Disability
* Life Insurance
* Paid Holidays
* Paid Time Off
** RL Canning is an Equal Opportunity Employer.All applicants will be afforded equal opportunity without discrimination because of race, color, religion, sex, marital status, national origin or ancestry, age, physical or mental handicap unrelated to ability, or an unfavorable discharge from military service.
** We are not offering visa sponsorship or Corp2Corp for this position due to resource requirements.