Desktop/Service Desk Analyst

$0 - $56,000

Full Time

  • No Travel Required


Desktop SupportMicrosoft operating systemsprintersWANIT Support

Job Description

CBTS has partnered with a client in the New York City, NY area to identify a Desktop Support/Service Desk Analyst on a long term engagement. This role will be 100% ONSITE.

Core Responsibilities      Technical Support

  • Involved in Incident, Problem and Service Request Management.
  • Provide workarounds and solutions based on Service Level Objectives.
  • Deskside and remote support required within an office environment.
  • Support Microsoft operating systems, Zebra label printers, and Zebra barcode scanners
  • In the case of Problem Management, report/escalate issue to Service Desk Manager or Senior Service Desk Analyst.
  • Propose or recommend IM&T Services modifications to the Service Desk Manager to reduce user impact.
  • Refers more complex problems to problem managers and/or senior level.
  • Participate to new IM&T Service testing, deployment and stabilization.
  • Maintain and stays current with evolving Information  technology.


  • Clarify tickets logged with requesters and communicate about resolution progress.
  • Ensure satisfactory customer service and prompt response times to the requesters.
  • Share her/his support knowledge with peers in the same team and maintain associated documentation
  • Communicate with user community to provide the status of open problems and the changes associated with new solutions
  • Escalate significant issues or outages to the management
  • Develop and maintain good working relationships, resolve problems, and positively influence others in order to successfully produce customer satisfaction.

Information Security

  • Ensure security rules implementation as per the policies.

Academic Background    Certification/Training in the assigned area will be an added advantage.

Professional Experience Minimum 2 years of experience in domain of expertise.

Technical Skills   Extensive knowledge in domain of expertise.

  • Strong knowledge of Microsoft based operating systems
  • General knowledge of IT infrastructure : Lan, WAN, Windows servers, active directory
  • Good knowledge of informatics hardware (PC, Printer, scanner, smartphones etc..)

Candidates should forward a current resume to Chris Hayes at CBTS (). Candidates are subject to a drug/background examination. Due to the volume of profiles received, only candidates selected for additional screening will be contacted.