Desktop Support Analyst 2

• Track, record and respond to complex requests for IT technical support from Executive staff and other users. Technical support will include PC and Mac hardware & software, mobile devices and peripherals.

• Experience with Microsoft Client Operating Systems

• Extensive application support experience with Microsoft Office suites and Office365 Applications

• Executive/C-Suite Support o Support for all devices o Hands-on Major Meeting Support

• Level 1 AV Support for conference rooms and equipment

• Assist Level 1 and 2 Desktop analysts with troubleshooting issues.

• Collaborative troubleshooting of highly complex issues with 3rd level support teams.

• Thoroughly document procedures and processes. Create detailed Knowledge Base articles.

• Ability to effectively prioritize and execute tasks in a high-pressure environment

• Actively assist with major PC related projects (rollout of a new application, hardware/software upgrades, integrations, etc.) This candidate will be a member of the IT Support team supports Arrow facilities throughout North America.

• Deploy PC software fixes, patches, updates for Windows and Apple devices.

• Correctly manage assets in the Arrow Asset Management System with accurate and detailed computer hardware information.

• Support IT special projects, including but not limited to: office moves, data recovery, hardware and software testing, acquisition integrations, etc.

• Diagnose and resolve support incidents via phone, remote control or desk-side visits.

• Proficient in basic network fundamentals

• Collaborates with 3rd level support to troubleshoot highly complex issues.

• Proactively coordinates with other IT teams to ensure high quality IT service delivery

• Function as department head during manager's absence.

• Typically requires a 4 year degree and 2-4 years of related experience; or an advanced degree without experience; or equivalent work experience.
• At all times display a stellar customer service mindset and the urgency to identify and provide technical solutions.
• Demonstrate an expert level ability to inspire trust by performing expert technical support with highly professional written and oral communication skills.
• Proficiency in troubleshooting hardware and software issues across various operating systems (Windows, Linux, Mac OS) and familiarity with Microsoft Office and Microsoft 365 applications
• Provide on-site support to Executive staff for all off-site meetings.
• Demonstrate an expert level ability to maintain confidentiality.
• Demonstrate an expert ability to manage multiple complex requests in order to create an effective schedule.
• Must be able to physically handle and set up technology equipment. Can require lifting to 50lbs.

At Arrow, we recognize that financial rewards and great benefits are important aspects of an ideal job. That's why we offer competitive financial compensation, including various compensation plans and a solid benefits package.

• Medical, Dental, Vision Insurance
• 401k, With Matching Contributions
• Short-Term/Long-Term Disability Insurance
• Health Savings Account (HSA)/Health Reimbursement Account (HRA) Options
• Paid Time Off (including sick, holiday, vacation, etc.)
• Tuition Reimbursement
• Growth Opportunities
• Discounted RTD Passes, with convenient office location off RTD Light Rail (Dry Creek Exit)
• On-site Café with Catering Option for Busy Lifestyles
• 24/7/365 On-site Gym and Lockers, Free for Use to All Employees!
• Bike Racks
• And more!

Are you being referred to one of our roles? If so, ask your connection at Arrow about our Employee Referral Process!