Service Desk Analyst

Description

• Provide secondary support to the regional properties, as directed by the Director, Regional IT Services.
• Conduct research on new technologies or products.
• Support the use of audio-visual equipment in conference rooms.
• Install and support the use of peripherals and desktop software including, but not limited to, Microsoft Office, Adobe, and other applications.
• Perform patching and maintenance as needed using SCCM and/or Microsoft Intune to remediate system vulnerabilities, reduce risk, and to ensure standards.
• Conduct one-on-one instruction.
• Install new laptops, desktops, printers, mobile devices, and other peripherals. Maintain and enforce hardware policies and standards.
• Diagnose hardware problems. Perform and/or coordinate the repair of hardware.
• Involves movement between departments and sometimes office building floors to facilitate work.
• 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.
• Maintain the inventory of hardware and software.
• Respond to requests for assistance in person or via remote support tools and escalate problems and requests as appropriate.
• Maintain documentation in accordance with policies and control requirements.
• Involves work of a general office nature usually performed standing such as operation of a photocopier and a fax machine.
• Provide “white glove” level of service at all times.
• Interact with the Application, Application Development & Data Services, and Infrastructure teams based in the Corporate office to resolve issues as necessary.
• Manage and maintain standard desktop images and installations.
• 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.
• Involves work of a general office nature usually performed sitting such as answering the phone and operation of a computer.
• 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.
• Manage printer maintenance and toner service.
• Recommend purchases based on an assessment of user requirements.
• Involves lifting of computers & monitors up to 50 pounds.
• 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.

Requirements

• Proven ability to provide messaging-based and in-person support for troubleshooting and resolving technical issues.
• Possess an aptitude toward learning technical concepts.
• This position regularly interacts in both verbal and written form with employees, vendors and contractors.
• Be able to travel and to work flexible schedules outside normal business hours when required.
• A minimum of 3 year's service desk support experience in a Microsoft environment.
• Be detail-oriented and methodical in solving problems and managing multiple projects.
• A high school diploma or equivalent educational certification is required. A BA/BS preferred.
• Excellent working knowledge Windows 10/11 and the suite of Microsoft Office products.
• Ability to demonstrate multi-task management skills.
• Be results-oriented and a quick learner in supporting new products and technologies.
• Demonstrated ability to work proactively, independently, and as part of a team is essential.
• 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.
• Excellent verbal and written communications skills across all levels of the organization.
• Involves work of a general nature related to computer repair.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance