Desktop Support Analyst - Mac

Position Overview

The Desktop Support Analyst provides a helpful and friendly first point of contact for the users of the organization with issues related to Apple & Windows hardware and software. The position provides answers to questions and solve known technical problems as well as equipment delivery and repair services.  The user community the analyst will be supporting is located in our National Testing and Research Center, in Yonkers, N.Y. and other remote offices across the country.

Qualifications Include

  • College degree with  3+ years’ experience in an IT infrastructure and support environment preferred

  • Support experience with PC/Mac systems - troubleshooting issues with both platforms

  • Working knowledge of Apple – Mac OS X Operating Systems

  • Working knowledge of Microsoft clients and networking protocols

  • Strong troubleshooting skills and hardware repair/configuration experience

  • Experience supporting a wide variety of printers and peripherals

  • Working knowledge of Microsoft Office Suite

  • Working knowledge of virus protection software

  • Must have strong verbal and written communication skills

  • Excellent customer service and telephone skills

  • Ability to multi-task efficiently

  • General knowledge of video conferencing technologies

Physical demands


Normal demands associated with working in an office environment, including prolonged computer usage.


Must be available for off hour client responses as needed

Key Responsibilities

  • Answer user inquiries in person, via telephone and email

  • Troubleshoot issues remotely and desk side

  • Run diagnostic programs to locate malfunctions

  • Install software for both Mac and PCs platforms

  • Managing mobile devices including ios and android

  • Video Conference setups and support

  • VOIP telephony client support

  • Log and complete hardware and software service requests

  • Handles end users calls in reference to information systems problems. Initiates the help desk process through which immediate problems are controlled, recognized, researched, isolated and resolved

  • Assist in the development of policies, procedures and standards and maintain them based on the evolving of technology within the organization

  • Create end user documentation to be used when new software is being introduced in the production environment

  • Performs other departmental work but not that of a higher level

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