Desktop Support Analyst

The Desktop Support Analyst will play a critical role in ensuring day-to-day support of the end-user computing and technology environment at our Telecommunications Industry client. 

This position aligns with Cayuse’s core values of Innovation, Excellence, Collaboration, Adaptability, and Integrity by fostering technical solutions that meet customer needs, promoting teamwork, and prioritizing quality in deliverables.

• →Provide exceptional customer focus and operational support for defined desktop services.
• →Perform technical support functions for the resolution of desktop problems, incidents, issues, and emergencies.
• →Respond to assigned tasks in accordance with predefined guidelines while meeting targets for SLA.
• →Troubleshoot and escalate as necessary any hardware failures to the manufacturer for onsite/depot service dispatch.
• →Maintain accurate and concise service asset and configuration management for desktop infrastructure.
• →Support third party vendors in the installation, configuration, delivery, maintenance and monitoring of components and services, in accordance with defined roadmaps, strategies, policies, and standards.
• →Assist in the delivery of infrastructure development and build activities, including release and deployment management for new services (for example operating system upgrades, new desktop builds, etc.)
• →Document desktop problems and resolutions and provide to knowledge base administrator.

• →Other duties as assigned.

• High school diploma or equivalent required
• Three (3) to seven (7) years of experience maintaining and supporting IT/desktop/computer systems across an enterprise.

• Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment.

• Bachelor’s degree with a technical focus such as Information Systems, Computer Science or related field, or equivalent work experience strongly preferred.

• Excellent communication and customer facing skills
• Superior technical knowledge, with experience in multiple aspects of client-computing services
• Experience working collaboratively with suppliers and third-party vendors
• Ability to quickly analyze a situation and react appropriately and effectively.
• Effective prioritization skills
• Drive and enthusiasm
• Self-starter
• Technical credibility and independent judgment
• Strong decision-making skills related to desktop matters and under pressure.
• Good problem solving and analytical skills, able to determine the impact of desktop issues quickly.
• Able to contribute to operational roadmap, helping to identify and address future opportunities and challenges.
• Proficient in Microsoft Office Suite, Word, Excel, PowerPoint, Teams, and SharePoint.

• Professional office environment.
• Ability to work on-site 4 days a week.
• Must be physically and mentally able to perform duties extended periods of time.
• Ability to use a computer and other office productivity tools with sufficient speed to meet the demands of this position.
• Must be able to establish a productive and professional workspace.
• Must be able to sit for long periods of time looking at computer screen.

• May be asked to work a flexible schedule which may include holidays.
• May be asked to travel for business or professional development purposes.
• May be asked to work hours outside of normal business hours.