Desktop Support Analyst

Squarepoint is looking for a Junior Desktop Support Analyst to support a global community of approximately 2000+ users in a Windows environment consisting of virtual desktops. Candidate will interact onsite and remotely with users to provide support with workstation applications such as Microsoft Office, Access Management via Windows Active Directory, Remote Access assistance and hardware issues.

Role Overview:

• Deliver 24x5 on-site and remote support to approximately 2,000 global users in accordance with business requirements;
• Participate in a rotational on-call schedule to provide weekend support;
• Manage service requests and incidents within defined service-level agreements, in line with documented internal runbooks;
• Provide first- and second-level support by triaging, diagnosing, and resolving service issues;
• Collaborate with Level 2 and Level 3 internal teams, external partners, and vendors to resolve complex incidents;
• Provide end-to-end hardware support, including inventory management and equipment procurement as required;
• Develop and maintain knowledge base articles and runbooks related to support processes, system changes, and operating procedures;
• Ensure effective execution of the Incident Management process to minimize production impact on end users;
• Provide project support to senior team members as required;

Required Qualifications: 

• Knowledge and experience in a Microsoft environment supporting Windows 11, Office Suite including Office 365, and Azure, including SharePoint;
• Knowledge and experience with Active Directory, Remote Access solutions;
• Knowledge and experience installing, troubleshooting, and managing desktop hardware;
• Dedication to customer service;
• Works with minimum supervision, proactively follow up on outstanding issues/tickets;
• Ability to handle multiple tasks with changing priorities and capable to handle frequent interruptions positively;
• Strong analytical, prioritizing, interpersonal, problem-solving skills;
• Strong verbal and written communication skills;
• Demonstrated collaborative skills and ability to work well within a team;
• Ability to work in a fast-paced and deadline-oriented environment;
• Self-motivated with critical attention to detail, deadlines, and reporting;
• Degree in Computer Science, Engineering or related field or experience;

Nice to have**:**

• Scripting in PowerShell and Python to proactively automate common tasks to improve efficiency and increase productivity;
• Software packaging and deployment;
• Ability to manage small-medium sized projects within defined timeline and budget;
• Demonstrated interest in learning about new and emerging technologies;
• Self-directed learner and ability to find solutions to problems they have not encountered before