Job Description

Job Description

Job Description

We are looking for a skilled Desktop Support Analyst to join our team in New Braunfels, Texas. In this role, you will provide advanced technical support for a variety of systems and devices, ensuring seamless operations and top-tier customer service. This position requires strong troubleshooting abilities, technical expertise, and a commitment to maintaining system security and compliance.

Responsibilities:
• Serve as the second-level escalation point for incidents and service requests unresolved by Level 1 support.
• Troubleshoot and resolve technical issues with desktops, laptops, mobile devices, printers, and enterprise applications.
• Manage and support Microsoft Office 365 services, including user accounts, Exchange Online, Teams, and SharePoint.
• Perform software installations, updates, and patch management to uphold compliance and security standards.
• Provide support for Citrix environments, ensuring reliable connections and optimal system performance.
• Collaborate with infrastructure and application teams to address and resolve high-impact technical issues.
• Develop and maintain technical documentation, including knowledge base articles, to streamline processes and knowledge sharing.
• Assist with system rollouts, updates, and IT projects to support organizational objectives.
• Follow established guidelines for incident, problem, and change management to ensure consistency and reliability.
• Deliver exceptional customer service by maintaining timely communication and follow-up on all assigned tasks.• Associate or Bachelor’s degree in Information Technology or a related field is preferred.
• Minimum of 3 years of IT support experience, including at least 1–2 years in a Level 2 support role.
• Demonstrated hands-on experience with Citrix and Microsoft Office 365 administration.
• Proficient knowledge of Windows operating systems, Active Directory, and enterprise networking principles.
• Strong problem-solving skills coupled with excellent communication and customer service abilities.
• Familiarity with desktop imaging, Microsoft SCCM, and MDM technologies.
• Relevant certifications such as CompTIA, Microsoft, or Citrix are highly desirable.
• Experience with Windows 10 and Windows 11 operating systems is essential.

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