7 Intellectt Desktop Support Jobs Hiring Near You

Role : General IT  

Location : 250 Park Avenue, New York, NY, USA, 10177
Duration: 05 Months

Position Summary :

The purpose of this position is to

• To provide a high quality and responsive desktop support service to all end-users.
• To manage day to day problems allocated by the helpdesk and maintain ownership until problem resolution.
• To ensure that the Service Desk staff and clients are kept updated on a regular basis.
• To perform approved Install, Moves, Add and Changes.
• To provide remote assistance to other locations when requested.
• To promote and communicate Pernod Ricard Tech standards and procedures to the local community.

KEY DUTIES AND RESPONSIBILITIES

As a Desktop Support Analyst Consultant, you will collaborate with the Service Delivery team and clients to ensure clear understanding of issues, adherence to technical standards and procedures, and timely resolution of problems. Your goal will be to deliver efficient and high-quality IT support while maintaining a strong focus on customer service excellence.

Key Responsibilities:

• Exhibit and promote customer service excellence in all client interactions.
• Proactively address service issues, suggesting improvements while respecting the organization's focus on standardization.
• Escalate issues promptly when they may impact clients or business operations.
• Represent local business needs to the Tech team during the development and implementation of technical standards.
• Deliver user coaching both in person onsite and remotely to users.
• Ensure efficient delivery of Tech services while maintaining and improving service levels according to global standards.

Technical Support & Maintenance:

• Provide Tier 2 support for managing and troubleshooting Windows desktops/laptops, Apple laptops, iPads, iPhones, and Microsoft Teams phone devices.
• Resolve medium-complexity system and application issues, escalating as needed.
• Support and maintain all Audio/Visual equipment, including video conferencing systems.
• Collaborate with external vendors to resolve hardware and software issues.
• Configure and deploy hardware for new hires and upgrades (e.g., laptops, desktops, iPads, iPhones).
• Install hardware and software required by the business.
• Maintain asset and configuration management documentation for all devices and end users.

• Documentation & Knowledge Management:
• Create and maintain knowledge base solutions.
• Log all requests and incidents in the ticketing system in accordance with Tech policies.
• Update ticketing systems and support documentation as per organizational policies.
• Develop and modify technical support documentation relevant to the corporate infrastructure.

Education:

• IT related bachelor’s degree preferred or related experience/industry certifications (ITIL/HDI/A+)
• Ideal Experience/Background:
• Minimum of 4+ years as a desktop support analyst supporting a minimum of 500 clients
• Minimum of 4+ years supporting MS Windows OS and Office Suites
• Minimum of 4+ years supporting Apple devices –iPad, iPhone, MacBook
• HW and SW training on Desktop / Laptops
• MCSE, A+, & Apple Certified Mac Technician (ACMT) certifications strongly preferred.
• Experience utilizing ServiceNow ticketing system preferred.
• Experienced in supporting both onsite and remote end users.

Skills/ Competencies:

• Strong understanding of networking, infrastructure and client-side architectures, software lifecycle and system design.
• Advanced level troubleshooting skills within the desktop environment.
• Excellent written and verbal communications skills and ability to communicate and work effectively with a variety of customers at all levels of the organization.
• Strong ability to lead end user facing coaching sessions in a formal group setting.
• Must be a self-starter with the ability to work independently with minimal guidance and in a
• collaborative team environment.
• Excellent time management and organizational skills.
• Very strong PC hardware and software troubleshooting skills.
• In depth knowledge of Windows 11 and Apple iOS devices.
• Working knowledge of Microsoft services and tools such as O365, Azure, Sharepoint, OneDrive, and
• Active Directory.
• Experience supporting conference room technologies (Microsoft Teams is a preference).
• Deploying and configuring systems using imaging tools such as SCCM and AutoPilot.
• Superior customer service focus.
• Able to present technical ideas in professional and user-friendly language.
• Able to learn and support new applications.
• Excellent analytical, troubleshooting and problem-solving skills.
• Strong organizational, project management, and task prioritization skills.
• Experience in a large corporate multi-domain/multi-site organization.
• Must be able to lift – up to 50 pounds.
• Must be able to maintain consistent & punctual attendance.

Process Analysis & Documentation Responsibilities:

• Observe and analyze operational workflows to develop a clear understanding of current-state processes across teams and functions.
• Review existing procedures, tools, and handoffs to identify gaps, inefficiencies, or opportunities for

• improvement.
• Document endtoend process flows using standard methodologies (e.g., swimlane diagrams, SOPs, process maps) to ensure clarity, accuracy, and completeness.
• Translate complex procedural steps into wellstructured, easyto-understand documentation suitable for
• technical and nontechnical stakeholders.
• Collaborate with subject-matter experts to validate documented processes and maintain alignment with
• business requirements.
• Maintain and update process documentation to reflect changes in operations, systems, or compliance needs.
• Create new and update existing Knowledge Base Articles to ensure referenced information is accurate and applicable.