Deskside Support Analyst

at  CDW

Description
Bring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future. A Fortune 200 leader, we’re the driven professionals and technology experts companies turn to most to solve their IT challenges.
As a Deskside Support Analyst, you will be part of our Modern Workspace Managed Services team and play a vital role in ensuring our clients receive a best-in-class Deskside Support experience.
Our mission is to be the best and most collaborative, Managed Services provider in the country. To that end, CDW has recruited some of the best technology minds and visionary performers working in industry today.
Join us and bring your considerable talent and desire to learn, experiment and succeed in an innovative, highly autonomous and entrepreneurial environment. Together, we can advance Modern Workspace Services and your career like nowhere else.
What you’ll do

WHO WE ARE:

CDW is a leading technology solutions provider to business, government, education and healthcare organizations across the globe. Our fingerprints can be found on technology in workplaces of more than 250,000 companies; from fresh-faced start-ups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small.

• Deliver a friendly and high-quality Deskside Service experience to all customer end users
• Communicate with end users either in-person, via phone, email, or live chat as required
• Provide advanced troubleshooting for all types of technical inquiries, service requests, and issues involving computers, network, smartphones/tablets, AV systems, end user applications, enterprise applications/systems
• Providing training and advice to users, both in response to identified difficulties and to share tips for optimal computer operation.
• Setting up and deploying supported IT equipment to our clients end users
• Contribute to team innovation through ideas for process improvement and efficiency
• Assist or lead in routine hardware/software deployments
• Build and manage any required hardware images across supported PC Platforms
• Develop, implement, and/or participate (in the creation/maintenance of) knowledge base articles and/or documentation for Service Desk use; make recommendations for improvements
• Follow defined procedures to document all problems and solutions in the ITSM Platform (ServiceNow)
• Participate in projects and other initiatives as requested by your supervisor
• Build relationships with customers
• Maintain a positive and collaborative attitude with all coworkers and customers
• Be available to work rotating schedules if needed, which may include evenings, weekends, and holidays