Job Description The role of the Helpdesk or Customer Support Analyst is to help Employees with all facets of the corporate computing environment. The Helpdesk or Customer Support Technician must combine an understanding of Macintosh, Windows, Smartphones, iPads and iPhones. Good communication and interpersonal skills are important so the function can effectively work with internal groups and our client's end users. The Helpdesk or Customer Analyst's support the corporate computing environment along with much of the local infrastructure for our clients. Primary Responsibilities Description: Provide Mac, Windows, Smartphones, iPads and iPhones support Work with ticketing systems and troubleshoot hardware Perform Tier I (1st Tier)(on the phone troubleshooting end-user computer issues received at Help Desk via telephone, email, or voice mail) Manage the unclaimed ticket queue and route tickets per the escalation Matrix Directly resolve or appropriately escalate user reported problems/issues Provide users with an immediate means of reporting and explaining problems by establishing a direct voice link Take control of customers systems remotely to analyze and correct issues Ensure prompt, satisfactory resolution of issues Identify problem trends and provide recommended solutions Conduct remote system and data backups and archiving and imaging of computers Utilize ticketing system to monitor requests, run daily, weekly and monthly reports to identify trends/issues/concerns and provide recommended actions Support customer application requests and perform break/fix or remote installations as needed. Support email administration and management Assist remote users with access problems including performing password administration Assist with Microsoft Office Suite, Active Directory (password reset), printer setup JOB QUALIFICATIONS: Technical Skills 3-5 years experience in Mac/Windows desktop, Smartphones, iPads and iPhones support experience Strong technical skills Ability to troubleshoot software, hardware and connectivity issues Experience with installation, upgrade, and maintenance of software, hardware, and peripherals Experience working with ticketing systems Familiarity with Microsoft Office suite of products Interpersonal Skills Excellent verbal and written communication skills Attention to detail Good problem solving, diagnosis and troubleshooting skills Strong customer service skills including follow-up, verbal and written communication Motivated team-oriented individual with a positive attitude Ability to communicate technical issues in non-technical terms Ability to prioritize and address multiple tasks in a dynamic work environment