Senior Service Desk Analyst

Description

• Conduct research on new technologies or products.
• Involves movement between departments and sometimes office building floors to facilitate work.
• Maintain documentation in accordance with policies and control requirements.
• Support the use of operating systems and desktop software applications. Maintain and enforce software policies and standards.
• Manage the patch and compliance process for all desktop software. Partner with IS Security team on reporting, analysis and ongoing improvements.
• Deploy and support hardware including desktops/laptops, printers, mobile devices, phones, and conference room technologies. Maintain and enforce hardware policies and standards.
• Involves work of a general office nature usually performed standing such as operation of a photocopier and a fax machine.
• Support Windows Group Policies, AD OUs, Intune profiles; maintain/enforce security policies; patching via SCCM/Intune; maintain inventory.
• Serve as the point of technical escalation on issues and their resolution for other team members, Infrastructure Services and Application & Data Services.
• Manage process, service, and technology improvement initiatives and assume ownership of ServiceNow automations/workflows.
• Provision and manage access through Active Directory and Security Manager. Maintain and enforce directory policies and standards.
• Utilize Microsoft’s System Center Configuration Manager (SCCM), InTune, and other technologies to develop and provision services.
• Deploy and support corporate applications, systems, and services.
• Involves work of a general office nature usually performed sitting such as answering the phone and operation of a computer.
• Recommend purchases based on an assessment of user requirements.
• Involves lifting of computers & monitors up to 50 pounds.
• Partner with Infrastructure Services and Application & Data Services on upgrades, deployments, and implementations. Serve as an onsite technical resource.
• Conduct one-on-one instruction.
• Manage packages and the deployment platform for all desktop software.

Requirements

• Be detail-oriented and methodical in solving problems and managing multiple projects.
• Be able to travel and to work flexible schedules outside normal business hours when required.
• Respond in person/remotely; escalate across regions; support OS/apps (Windows 11, M365, Azure VD, Adobe); maintain AD accounts; Intune proficiency.
• Possess an aptitude toward learning technical concepts. Be results-oriented and a quick learner in supporting new products and technologies.
• Excellent verbal and written communications skills. Proven ability to interact with all levels of employees.
• Ability to demonstrate multi-task management skills.
• Possess a strong working knowledge of desktop security protections, group policies and patching solutions.
• Understand networking concepts and possess a basic working knowledge of switches and routers.
• Demonstrated ability to work proactively, independently, and as part of a team is essential.
• Involves work of a general nature related to computer repair.
• A minimum of 5 years’ desktop support experience in a Microsoft environment.
• Demonstrated commitment to and proficiency in customer service culture. Exhibits and champions excellence in work habits and a willingness to embrace change.
• A bachelor’s degree or equivalent educational certification required.
• Ability to partner on and/or self-manage projects.
• Proven ability to provide support for troubleshooting and resolving technical issues.
• Posses an extensive knowledge of Windows 10/11, MS Office; remote support apps (Teams, RDP); networking (switches, routers, firewalls); scripting (PowerShell).

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance