Desktop Support Analyst
The Role: As a Desktop Support Analyst you will be primarily responsible for carrying out all aspects of second line desktop support to approximately 1500 employees in our Chicago office, as well as supporting employees in our other global offices as required. This role reports to the Desktop Support Manager and is based in our Chicago office.
Primary Responsibilities
+ Incident management – diagnose, resolve and close incidents. Desktop support may be provided in person or remotely. Work to identify opportunities to improve or enhance support activities.
+ Provide first class customer service to Morningstar’s employees.
+ Resolve and own technical problems until resolution.
+ Escalate to management/senior engineers as required.
+ Support of desktop environments, mobile devices and core applications.
+ Imaging and installation of PCs/laptops.
+ Maintain asset management database.
+ Support of audio visual services and systems in our meeting rooms, including video conferencing, audio conferencing, projectors, Crestron controllers, Apple TV and Barco Clickshare technology.
+ Collaborates with more experienced technicians to solve complex computer and network connectivity problems.
+ Serves as a technical resource on projects as required.
+ Develop process and support documentation.
+ Provide training, guidance and technical assistance where necessary to other technical support staff.
Requirements
+ Educated to degree level (preferably in IT).
+ Excellent customer service skills.
+ Strong oral and written communication skills.
+ Ability to manage workload and work independently+ Ability to multi-task and prioritize.
+ Two year’s desktop support preferred.
+ Good logistical skills.
+ Strong team player.
+ Must be proactive.
+ Have a flexible attitude in order to meet tight deadlines.
+ Experience of supporting and using Windows 7 Enterprise, Active Directory 2003/2008, Microsoft Office and Lync 2010/2013 and Symantec Endpoint.
+ ITIL Foundation v3 Certificate in IT Service Management preferred.
Morningstar is an equal opportunity employer.
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