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Desktop Support Associate

Focus on what Counts at CCI! We are among the top 25 largest professional services firms in the United States of America and we are proud to be its Shared Service Center in India, at Ahmedabad. 

Position Overview


The Desktop Support Associates primary role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests and application support. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. Candidate will be required to interact with other members of the Global IT Team to diagnose and resolve unique problems. At times, the candidate will be asked to assist in the maintenance and testing of network, servers and/or associated equipment.


Responsibilities/Job Description

• Citrix Support and Troubleshooting

  • Reset Citrix profiles
  • Resolve Citrix connection issues
  • Software installations and updates
  • Troubleshoot applications on Citrix Servers

• Support and troubleshoot Audio Video Conferencing (Polycom, Teams and Zoom)

• Support and troubleshoot phone issues

• Support and troubleshoot workstations, monitors, etc.

• Escalate IT issues when necessary. (I.e. escalate issues related to virtual environment, resolve issues in conjunction with Infrastructure team, etc.)

• Develop user-training manuals, help sheets, frequently asked questions (FAQs) and procedures for end users where applicable.

• Provide clear & concise information though written and verbal communications.

• Evaluate documented resolutions and analyze trends for ways to prevent future problems.

• Build rapport and elicit problem details from help desk customers.

• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

• Learn software and hardware used and supported by the organization.

• Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.

• Test fixes to ensure problem has been adequately resolved.

• Perform post-resolution follow-ups to help requests.

• On premise, Saturday support required during busy season, January 1st through April 15th.

• Lifting and transport of computers and peripherals.


Position Requirements

Formal Education & Certification

• Formal IT training is required.

• IT certification helpful but not required.


Knowledge & Experience


• Expert knowledge of computer hardware.

• Expert knowledge of desktop operating systems.

• Application support experience with Citrix, Group Policy and Microsoft Office.

• Application support experience with Caseware, Axcess Tax, ProFX Engagement, Thomson Reuters GoFileRoom, Datafaction, Xero and QuickBooks is preferred.

• Experience with M365 is preferred.

• Experience with VoIP is preferred.

• Strong documentation skills.

• Experience with active directory including creating, maintaining, deleting users and groups.

• Solid understanding of corporate networks and connectivity between users and servers.

• Experience with information security concepts are a plus.


Personal Attributes


• Willing to work outside of normal business hours when necessary.

• Ability to conduct research into a wide range of computing issues as required.

• Ability to absorb and retain information quickly.

• Exceptional written and oral communication skills.

• Ability to present ideas in user-friendly language.

• Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.

• Highly self-motivated and detail oriented.

• Proven analytical and problem-solving abilities.

• Ability to effectively prioritize and execute tasks in a high-pressure environment.

• Exceptional customer service.

• Experience working in a team-oriented, collaborative environment.

• Shows initiative and follow-up to ensure successful results.

© Citrin Cooperman India LLP