We areseeking a Service Desk Support Analyst to join the Information Technology Team.The Service Desk provides a single point of contact for technical support forinternal customers. This position will report directly to the IT ServiceManager and will be a subject matter expert for Mac and IOS support.
TheService Desk Support Analyst will be responsible for responding to incomingphone calls, e-mails, and support tickets and escalate as needed for timelyresolution. Assist clients with support for Mac software, Windows software, proprietarysoftware, computers, peripherals, basic computer connectivity, VoIP phones andmobile devices. Diagnose and resolve interoperability issues, security issues,system access, and authentication. Utilize call tracking tool in an effective manner; maintaining andensuring accuracy of all logged information. Accurately and fullydocument all troubleshooting and resolution steps. Escalate critical incidents to IT ServiceManager and other IT groups as needed. Share organizational and technicalknowledge with other Service Desk team members. Create knowledgebase documentation. Follow standard operating procedures around security, compliance, process anddocumentation. Participate in projectsand conduct testing of new software. Must be available for 11 AM to 7 PMCT shift.
Demonstrated ability to troubleshoot application,OS, and hardware issues with excellent problem solving skills
Knowledge of MAC OS a must. iPhone, iPad, iOS, Windows 10, office productivity software, documentmanagement and diagnostic software, including but not limited to MicrosoftOffice, Office 365, Teams Egnyte, iManage Work, Maas360/MDM, Adobe Acrobat,Citrix, and Remote Access solutions.
Excellent customer service interpersonalskills
Effective oral and written communications
Ability to work independently
Effective time management and workprioritization skills
Strong understanding of major cloud softwareand concepts
General knowledge of endpoint computing hardware
Working knowledge of active directory
1 - 2 years of Help Desk / Desktop supportexperience on MAC OS, Windows 10 operating systems and Microsoft Office 2016/365
Diversity andInclusion at Segal:
At Segal, we are committed to a culture of diversity and inclusiveness, asdemonstrated through our recruitment, retention and employee developmentprograms. We maintain an environment that respects and builds on the assets andtalents of each person, valuing their differences. We also engage in good faithefforts to maintain an environment free from discrimination and harassment instrict compliance with applicable laws, and consider all qualified candidatesfor employment without regard to their race/ethnicity, national origin, color,religion, gender, sexual orientation, gender identity or expression, age,disability or medical condition, protected veteran or military status, criminalrecord history, marital status, or status in any group or class protected byapplicable federal, state or local law. We also engage in affirmative action toemploy and advance in employment qualified women, minorities, disabledindividuals and protected veterans. Maintaining a diverse and inclusiveworkforce is a win/win, and provides Segal with the opportunity to leverage ourtop talent to provide innovative solutions to our clients.