Desktop Analyst

Key Responsibilities

• Provide onsite desktop support and enterprise systems support for multiple business units and remote locations.
• Deliver exceptional customer service through onsite support and TechBar walk-up services.
• Perform break-fix support and second-level troubleshooting for software, hardware, and infrastructure-related issues.
• Travel to remote locations on a scheduled or as-needed basis to provide technical support.
• Configure, install, monitor, and maintain desktop and laptop hardware and software.
• Support Windows and macOS workstations, virtual desktop environments, and mobile devices.
• Provide technical guidance to business partners while collaborating with internal IT teams and third-party vendors.
• Deliver on-the-spot training to end users regarding supported technologies and best practices.
• Recommend hardware and software solutions while ensuring compliance with enterprise IT standards.
• Partner with internal IT teams during project planning and technology implementations.
• Collaborate closely with broadcast engineering teams to support production technologies and critical business systems.
• Serve as the first line of support for production control rooms, studios, audio control rooms, and other mission-critical workspaces.
• Support live productions by working flexible schedules, including nights, weekends, and holidays when required.
• Maintain accurate documentation of incidents, resolutions, and technical procedures.
• Participate in continuous improvement initiatives to enhance support processes and customer satisfaction.

Qualifications

• Undergraduate degree in Computer Science or a related field and/or equivalent work experience required.
• Minimum five (5) years of IT desktop and PC support experience in a large corporate environment.
• Must be able to lift up to 35 pounds.
• Must be available on call for weekends and 24/7 support as necessary.
• Experience with current technologies, including: Windows 10/11 and Apple macOS desktop platforms, Virtualized workstation and cloud workspace technologies, Microsoft 365 (Office 365) for both Mac and PCC, Collaboration tool technologies, Desktop and laptop security encryption for Mac and PC, Active Directory management, ServiceNow or other ticketing software, Basic networking, Servers and storage as they pertain to desktop support, Mobile device support and management software experience, AV/video conferencing support experience.
• Outstanding analytical and troubleshooting skills.
• Strong organizational and interpersonal skills; persistent, client-oriented, results-oriented, and accountable.
• Effective communicator across all levels of the organization.
• Ability to analyze user-reported issues and provide solutions using the most appropriate tools and processes quickly and effectively.
• Ability to work in a mission-critical environment.
• Self-driven with excellent follow-through skills.

Preferred (Optional)

• Business Intelligence experience (Power BI, Tableau, SAP, etc.).
• Project management skills and experience.
• Television broadcast experience.
• Knowledge of Avid environments (iNews, Command, Editing, etc.).
• Database knowledge (SQL, Microsoft Access, FileMaker, etc.).
• Knowledge of streaming platforms (Livestream Studio, Facebook Live, Periscope, etc.).
• ServiceNow programming experience.