Desktop Support Analyst

CAREERS THAT CHANGE THE WORLD

OUR CULTURE

Cambridge Associates believes culture is central to your success and ours.

We believe in a vibrant, values-driven culture that is supportive, inclusive, and diverse. Here, we celebrate the individual while we support global connectivity. At CA, collaboration wins, kindness matters, and your success is our priority.

o We foster an inclusive and diverse environment that enables all individuals to engage and bring their full selves to work.

OUR CLIENTS

Cambridge Associates believes our clients come first.

Our clients are the most compelling endowments, foundations, pensions, private clients and institutional investors around the globe.

OUR PEOPLE

Cambridge Associatesbelieves we do our best when you do your best.

At CA, we are only as successful as you are. We actively recruit and invest in the most dynamic and diverse talent and then empower you to succeed. By leveraging your unique skills, developing your individual career goals, and building a collaborative global community of connected, diverse individuals, we build a community that is stronger together.

But enough about us. Tell us about YOU

o Are you a bold individual seeking an opportunity to contribute to a value-based, collaborative environment in some of the most exciting cities around the globe?

o Are you eager to work for an organization committed to diversity, inclusion, sustainability, and Corporate Social Responsibility?

o Do you strive to work in an environment that encourages innovation and teamwork?

o Are you a thought leader who cares about making a difference in the world while contributing to an amazing culture?

o Do you value a challenging professional opportunity where you can leverage your skills, gain a valuable foundational in finance and investment, and build a long-term career development plan?

o Are you seeking a competitive salary a robust and comprehensive benefits program, and a variety of attractive benefits and perks?

o Do you excel at: problem solving, customer support, and troubleshooting?

THE OPPORTUNITY

The Desktop Support team and the Call Center serve Cambridge Associates' (C|A) desktop and mobile computing needs across all 11 offices globally. The team's vision is to be a first-class global provider of support services by delivering an exceptional customer experience which anticipates needs, provides guidance and works to resolve technology issues for C|A staff. Software and hardware support for the firm is provided by Desktop Support in partnership with other IT groups. Desktop Support manages the installation, relocation and configuration of hardware and software. In addition to being responsible for the on-going maintenance, upgrades and issuing of desktop computing equipment and laptops, the team also supports A/V technologies throughout the enterprise.

The Desktop Support Analyst role is an exciting opportunity for candidates interested in contributing to, and continuing the high standard for service and support. There will be great opportunities to develop an excellent professional skill set and interact with various internal IT and enterprise groups across all levels.

RESPONSIBILITIES

• Work to resolve issues and tickets with the highest standard of service and support

• Respond to assigned incidents in a timely manner

• Record, track, and report on all customer incidents and service requests through to completion

• Place service calls to vendors when necessary to resolve technical problems.

• Actively participate in incident management and issue resolution, including log, track, and document issues

• Maintain current expertise and competency of relevant technology products, best practices and methods of support delivery

• Educate customers on technology and appropriate problem resolution minimising repeat requests

• Set up, test, and manage video conference meeting calls between office locations as well as outside parties.

• Analyse problems to determine cause or source of equipment or software malfunction.

• Provision hardware and software, including cloud-based applications and environments

• Maintain assets inventory (e.g. hardware, peripherals).

• Contribute to the documentation of processes and procedures via the Knowledge Base

• Assist with Projects, Initiatives and Pilot Programs.

QUALIFICATIONS

• Ability to work independently

• Demonstrated experience of hands-on Service Desk or Desktop Support in a Windows environment

• Ability to exhibit a collaborative and optimistic work ethic focused on customer satisfaction as the highest priority

• Ability to execute tasks and build relationships

• Excellent problem and decision making skills

• Flexible and open to changing priorities and managing multiple tasks simultaneously

• Strong communication skills - both written and verbal

• Experience with Windows 10, LAN/WAN, Ethernet, PC Hardware, iOS Support, Active Directory, VC/AV Support, and Citrix environments; advanced proficiency in Microsoft Office, Adobe Acrobat, and ServiceNow preferred.

• Ability to be flexible and willing to work evenings/weekends if necessary

• BA/BSC degree in Technology and/or Business preferred

• ITIL Foundation Level preferred

• MCSA and/or A completed or in progress preferred

• Windows 10 Certification preferred

Want to learn more?

Click HERE to learn more about how Cambridge Associates lives our firm values every day. (https://www.cambridgeassociates.com/about-us/firm-values/)

Click HERE to learn more about Cambridge Associates invests in diversity and inclusion. (https://www.cambridgeassociates.com/about-us/diversity-inclusion/)

Click HERE to learn more about our commitment to Corporate Social Responsibility. (https://www.cambridgeassociates.com/about-us/corporate-social-responsibility/)

The firm is committed to the concept and practice of equal employment opportunity, and will not discriminate against any employee or applicant on the basis of race, color, religion, age, sex, national origin, sexual orientation, gender identity, disability, or veteran status. It is expected that all employees will follow a similar policy toward their co-workers.