Blue Pearl Consulting is a boutique management consulting firm with a focus on helping businesses achieve sustainable competitive advantages. Mission: To be fanatical about solving problems and delivering superior solutions to our clients that maximize bottom line results. Vision: To be the go-to trusted partner for our clients, providing strategies and actionable solutions that position them for sustainable growth. Values: Integrity - We do the right thing, without compromise and without regards to consequences.
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.
Method of Application
Signup to view application details.
Signup Now
