Job Description
About the Role: Fragomen, an AmLaw 100 Firm and the leading global immigration services provider, is seeking a dynamic and experienced Desktop Support Analyst to support PC Hardware, Operating Systems, IT Hardware Inventory, and Device Imaging.
Working in a collegial, team-oriented environment, our IT professionals learn from the industry's leading experts. Our firm commitment to quality and best practices is supported by technological innovation that benefits our clients and staff.
This role will require full-time on-site support of the San José office, remote backup support of the Mexico office when needed, and best-effort support for our MFN customer base in South America and LATAM.
How will you make a difference as a Desktop Support Analyst at Fragomen?
- Act as an escalation point and initial contact for customer support requests regarding the San José office's end-user IT hardware.
- Provides technical support to customers on operational or maintenance aspects of system equipment and serves as customer contact on technical and service-related problems.
- Diagnoses and repairs mechanical, hardware, software, and system failures using established procedures.
- Monitor and update incident tracking tickets to demonstrate compliance with issue response and resolution, Service Level Agreements, logging daily activities, and documenting solutions.
- Queue monitoring to identify possible issue trends based on submitted tickets.
- Effectively diagnose and research escalated tickets to determine appropriate action.
- Contribute to developing the organization's goals and objectives and interact daily with supervisors, functional peer groups, and customers.
- Communicate moderately complex or technical information, ideas, and results effectively in both oral and written form; and compose correspondence and reports.
- Follow and create detailed operational procedures as needed, help improve the quality-of-service delivery, and provide value-added customer services.
- Collaborates with Engineering teams such as Enterprise Networks, System Engineering, and Platform Services to restore service and identify problems.
- Act as "Smart Hands" for engineering teams as needed.
- Liaise with 3rd parties and vendors involved with local IT hardware/software and related supplies.
- Assist with mobile devices (Phones, Tablets).
- Deliver coaching to peers when necessary.
- Ability to multitask, work under pressure, and handle interruptions while maintaining flexibility in work assignments.
- Ability to support video, audio, and web conferencing through PC and VC units.
Leverage your valuable skills and experience to make an impact at Fragomen:
- Bachelor's degree in the field of information systems, computer science, or a related field technical field
- At least three years of work experience in deskside support
- Professional certifications in technological or customer service fields are a plus.
- Experience Imaging of Laptops and Desktop PCs via SCCM and Autopilot
- Experience using Windows OS, Mac, Office 365, Acrobat X, IE 11, Chrome, and other browsers.
- Experience using VPN client and Citrix client.
**Benefits**:
At Fragomen, we know that great people make a great organization. We value our people and offer employees a broad range of benefits which includes:
- Paid days off
- Insurance
- And other financial benefits which we encourage you to ask us about!
Learn More About Fragomen:
Please take time to read _About Us_, explore the _Meaningful and Impactful Work_ we do for our clients, and review the standard_ Benefits_ we offer. You can find all the material to the right of this page.