Desktop Support Analyst

We are seeking a MAC (Move/Add/Change) Service Request / Desktop Support Analyst to join our dynamic team. The ideal candidate will have strong experience in end-user support, request and change management, and enterprise break-fix across Windows and Microsoft Office and a proven ability to coordinate complex fulfillment requests, communicate with customers and vendors, and resolve incidents within tight timelines., * Provide on-site technical support, including break-fix for Windows OS, Microsoft Office Suite, Internet, GPO, printers, and core applications.

• Manage and respond to customer inquiries via email and phone with strong follow-up and ownership of risk during all activities.
• Consult on complex MAC (Move/Add/Change) fulfillment requests and submit change management requests as required.
• Use Remedy or similar request management tools to engage support teams and vendors and trigger corrective actions.
• Coordinate vendor engagement and ensure timely resolution to meet performance targets and service-level goals.
• Perform physical tasks including install/deinstall of large monitors, lifting desktops, and under-desk cable management.
• Operate effectively in a fast-paced, high-volume environment while managing multiple issues simultaneously.

• Proficiency with Windows 10/11, Microsoft Office Suite, and enterprise hardware/software troubleshooting.
• Experience with Remedy or comparable ticketing systems and prior exposure to request management workflows.
• Command line and/or PowerShell knowledge for diagnostics and remediation.
• Strong analytical and troubleshooting skills for OS, Office applications, Internet connectivity, GPO, and printing.
• Excellent written and verbal communication with the ability to explain technical issues to non-technical audiences.
• Ability to work independently and collaboratively, handle multiple priorities, and meet deadlines in a demanding environment.
• Large-scale enterprise support experience for 500+ users.

Preferred Skills:

• Experience in MAC request management and formal change management processes.
• Familiarity with mobility platforms such as iOS and Android.
• Exposure to telecommunications environments.

• Full on-site, 5 days per week.
• Daily schedule: 7:00 a.m.-3:30 p.m. or 7:30 a.m.-4:00 p.m. Flexibility required between 7:00 a.m. and 6:00 p.m. local time.
• In-house training will be provided as needed.

Why BCforward?

At BCforward, we believe in advancing lives and careers. When you join our team, you gain access to:

• Competitive compensation and benefits
• Opportunities for growth with global clients
• A supportive, inclusive culture that values innovation and people
• Exposure to cutting-edge technologies and projects

BCforward is a leading global IT consulting and workforce solutions firm providing services and support to Fortune 500 and government clients. Founded in 1998, BCforward has grown with our customers needs into a full-service business solutions provider. With delivery centers and offices across North America and India, we take pride in building long-term relationships and delivering excellence through innovation, collaboration, and integrity.