Desktop Support Analyst

Full time at DICE in UAE

Posted on January 29, 2025

Job details

Key Responsibilities:

Provide exceptional Tier 2 desktop support to end-users, addressing hardware, software, and network-related issues.
Troubleshoot, diagnose, and resolve complex technical issues through remote and on-site support.
Utilize ServiceNow to log, track, and manage support tickets, ensuring timely resolution and user satisfaction.
Efficiently operate and navigate the Cisco Finesse platform to manage incoming support requests and maintain accurate records.
Collaborate with other IT team members and external vendors to resolve issues and implement solutions.
Assist in the installation, configuration, and maintenance of desktop hardware, software, and peripherals.
Participate in the development and execution of IT projects, including system upgrades, migrations, and deployments.
Provide training and guidance to end-users on the proper use of hardware, software, and other IT resources.
Maintain and update technical documentation, including knowledge base articles and standard operating procedures.
Adhere to IT security policies and procedures to ensure the protection of the Department of Commerce's information assets.

Location: Onsite at the DOC office in the Washington, DC. Requirements

Associate or Bachelor's degree in Computer Science, Information Technology, or a related field.
Minimum of 3 years of experience in desktop support or a similar IT support role.
Strong knowledge of ServiceNow and Cisco Finesse platforms.
Proficient in Windows and Mac operating systems, Microsoft Office Suite, and various desktop applications.
Solid understanding of network protocols, VPN, and remote access technologies.
Excellent problem-solving, analytical, and communication skills.
Strong customer service orientation with the ability to interact effectively with individuals at all levels of the organization.
Ability to prioritize tasks, manage time efficiently, and work independently or as part of a team.
CompTIA A+, Network+, or Security+ certifications are a plus.

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Hiring company

DICE

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Desktop Support Analyst

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Desktop Support Analyst

Job details

Apply safely

Hiring company

DICE

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