Service Desk Analyst

Description

• Install new laptops, desktops, printers, mobile devices, and other peripherals. Maintain and enforce hardware policies and standards.
• 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.
• Respond to requests for assistance in person or via remote support tools and escalate problems and requests as appropriate across the SF, LA, and Seattle regions.
• Support the use of audio-visual equipment in conference rooms.
• Maintain user accounts in Active Directory both on prem and on Azure. Support the use of Windows Group Policies and Active Directory Organization Units (OUs). Maintain and enforce security policies and directory standards.
• This position may interface with external vendors on occasion.
• Manage printer maintenance and toner service.
• Manage and maintain standard desktop images and installations.
• Provide “white glove” level of service at all times.
• Maintain the inventory of hardware and software.
• Support the use of operating systems and software applications including, but not limited to, Windows 11, Microsoft 365, Azure Virtual Desktop, and Adobe applications. Maintain and enforce software policies and standards.
• Involves work of a general office nature usually performed standing such as operation of a photocopier and a fax machine.
• This position reports directly to the Director, Regional IT Services who provides supervision and guidance, mentoring and coaching, and is also responsible for coordinating, evaluating, and monitoring this role’s work performance on a periodic basis.
• Install and support the use of peripherals and desktop software including, but not limited to, Microsoft Office, Adobe, and other applications.
• Provide secondary support to the regional properties, as directed by the Director, Regional IT Services.
• Perform patching and maintenance as needed using SCCM and/or Microsoft Intune to remediate system vulnerabilities, reduce risk, and to ensure standards.
• Interact with the Application, Application Development & Data Services, and Infrastructure teams based in the Corporate office to resolve issues as necessary.
• 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.
• Respond to requests for assistance in person or via remote support tools and escalate problems and requests as appropriate.
• Involves lifting of computers & monitors up to 50 pounds.
• Conduct one-on-one instruction.
• Diagnose hardware problems. Perform and/or coordinate the repair of hardware.

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.
• Possess an aptitude toward learning technical concepts.
• Ability to demonstrate multi-task management skills.
• Proven ability to provide messaging-based and in-person support for troubleshooting and resolving technical issues.
• A high school diploma or equivalent educational certification is required. A BA/BS preferred.
• Demonstrated ability to work proactively, independently, and as part of a team is essential.
• Excellent verbal and written communications skills across all levels of the organization.
• A minimum of 3 year's service desk support experience in a Microsoft environment.
• Excellent working knowledge Windows 10/11 and the suite of Microsoft Office products.
• Involves work of a general nature related to computer repair.
• This position regularly interacts in both verbal and written form with employees, vendors and contractors.
• Be results-oriented and a quick learner in supporting new products and technologies.
• Possess working knowledge of remote-control support applications, such as Microsoft Teams and Remote Desktop Protocol (RDP). Understand basic concepts of the operation of switches, routers and firewalls.
• Exhibits and champions excellence in work habits and a willingness to embrace change.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance