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Senior Desktop Support Analyst Miami – Must be onsite 5 days/week 9:30am-5:30pm Summary The Desktop Support Analyst responsible for day-to-day support of PC hardware and software. This includes installing, diagnosing, repairing, maintaining, and upgrading of personal computers and related systems. The candidate must have strong analytical skills and the ability to operate in extreme high-pressure situations, successfully handle multiple priorities and possess a high level of discipline while remaining flexible. The candidate will also be supporting and maintaining the conference rooms. Our conference center is used for high level, fast pace, meetings, depositions, video conferences and large events. The candidate should also be able to work independently when working remote when required. The individual will also be supporting remote trial setups and support on a regular basis. The individual may also be asked to assist the Global IT Service Desk by providing phone support to our customers if needed. What you'll be doing Excellent judgment in assessing user issues; intermediate trouble-shooting methodology. Ability to work to the best resolution either through own knowledge or proper, timely escalation. Proficient in Windows 10 OS and core application suite; including the Microsoft Suite and various applications. Intermediate knowledge of Remote Computing and Citrix experience. Intermediate PC troubleshooting skills and assists other team members in troubleshooting and diagnosing issues Intermediate knowledge of iOS setup and troubleshooting. Knowledge of networks including wireless experience. Intermediate understanding and knowledge of Voice over IP (VOIP) telephone systems. Demonstrates the willingness and ability to help other team members on difficult issues. Documents new findings/solutions and processes Adheres to use of call ticketing system for each incident (e.g. request, issues, etc.). Understands and follows ticket ownership guidelines and system usage. Solid ability to research information through internal and external sources. Adheres to written procedures, checklists and all quality control associated with project rollouts. Participates in on-call and overtime on an as needed basis. Ability to setup and troubleshoot video and audio in conference rooms. Support the day-to-day Conference Center Technology operational needs. Set up audio conferences (microphones, sound systems, speakerphones, conference calls). Set up and Support remote Zoom, WebEx, MS Teams and Remo events. Set up presentation equipment (LCD projectors, screens, videos). Become proficient on the operation of Crestron program. Skills we're seeking 5+ years of experience with IT Technical Support At least 2+ years of experience with desktop/in person support Must have strong experience supporting hardware and software in a Microsoft environment Must have experience supporting laptops, desktops and mobile devices Nice to have experience Citrix support Avaya support AirWatch or another Mobile Device Management experience AV Support – ideally with Polycom #J-18808-Ljbffr