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Desktop Support Analyst - Multiple positions

Client Company San Francisco, CA

  • Posted: 23 days ago
  • Contractor
Job Description

GoAhead Solutions has an immediate need for a Field Service Analyst 1 in San Francisco, CA. This would be a Six month contract to hire. Interview process would be phone and video. Position will be remote until the shelter-in-place restriction has been lifted, then you would be onsite in downtown San Francisco. We have multiple positions for this opportunity.


Job description:

The Field Services (Desktop Support) Analyst I is primarily responsible for the efficient and accurate support and maintenance of systems and applications used at the Company. This role is part of the field services team which focuses on the direct face-to-face interaction with the business and delivery of technical solutions for all production systems bank-wide. This is a hands-on role, responsible for managing both incidents and service projects in an environment of constantly changing priorities maintaining a high level of accuracy and production.



-Onboarding/Moves/Projects: Image computers for all incoming new hires. Will work directly with hiring managers to obtain start dates and software installations. Organize and prioritize all individual and project moves. Assist with new floor/PBO buildouts. Participation will require working offsite & overtime, as needed.

-Incidents: Primary area of responsibility is effective analysis, troubleshooting and accurate problem solving of technical incidents of varying degree by responding to issues received by Service tracking tool, email, phone or walk up. Includes hardware break/fix, troubleshoot bank software support, for standard operating systems & productivity tools. May require working at remote sites and overtime. In addition, ability to support mobile devices and VPN troubleshooting for laptops.

-Communication: Provide prompt, clear and ongoing communication with end users and peers to define clear expectations. Interact with vendor technical support to ensure effective resolution of 3rd party service.

-Documentation & Reporting: Actively maintain workload using ticketing system. This includes the timely update of incidents assigned and received through alternate channels. i.e by phone, walk up or email.

-After Hours/Weekend Support: You will be part of an After Hours/Weekend Support call rotation.



-Ability to take initiative and work independently, as well as part of a TEAM. We succeed as a TEAM.

-EXCELLENT customer service skills.

-Ability to complete tasks and meet deadlines fast-paced, high stress environment.

-Knowledge of networking principles, practice and technologies (TCP/IP protocol suite).

-Working knowledge of MS Office (strong Outlook and Excel a plus) and other MS tools (Teams, Sharepoint, OneNote, OneDrive).

-Experience in supporting mobile devices using Intune Outlook Mobile and VPN troubleshooting for laptops.

-Working knowledge of hardware/software troubleshooting. Familiar with document processes and procedures. A+ Certification a plus.

-Working Knowledge with Citrix product, Active Directory, SCCM, VMware.

-Knowledge of supporting Mac OS/ Jamf and trading applications such as Bloomberg a plus.

-Knowledge and basic troubleshooting for audio visual equipment and conference room equipment.


Job Demands:

-Must be able to review and analyze data reports and manuals; must be computer proficient.

-Must be able to communicate effectively via telephone and in person.


Client Company

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San Francisco, CA
94110 USA



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