Desktop Support Analyst (Mac & Windows)

We are currently seeking an experienced Desktop Support Analyst to meet our computer system needs. The ideal candidate will have a strong understanding of Mac and Windows operating systems, as well as experience with active directory.

Responsibilities:

1. Serve as the first point of contact for users seeking technical assistance over the phone or email.

2. Perform remote troubleshooting using various diagnostic techniques.

3. Direct unresolved issues to the next level of support personnel.

4. Provide accurate information on IT products or services.

5. Record technical issues and solutions in logs.

6. Assist in managing and supporting Mac and Windows operating systems and platforms.

7. Work with the Active Directory to adjust, update or create new users and manage user accounts.

8. Monitor and address issues of system updates, server, and network connectivity.

9. Follow-up and update customer status and information.

10. Pass on any feedback or suggestions by customers to the appropriate internal team.

11. Maintain the company's procedures and reports that are relevant to the maintenance and performance of the IT environment.

Requirements:

1. Proven experience of 5+ years as a Desktop Support Analyst, Technical Support Engineer, or similar role.

2. Thorough knowledge of Mac and Windows desktop operating systems.

3. Hands-on experience with Windows/Mac environments.

4. Working knowledge of office automation products and computer peripherals, like printers and scanners.

5. Knowledge of network security practices and anti-virus programs.

6. Ability to perform remote troubleshooting and provide clear instructions.

7. Excellent problem-solving and multitasking skills.

8. Customer-oriented attitude.

9. Active Directory experience required.

10. BSc/BA in IT, Computer Science or relevant field.