Desktop Support Analyst, End User Support

About the role

The Desktop support analyst will assist with strategic initiatives for the enterprise, assist the Service Desk and End User Engineering team, and provide technical assistance to internal customers. This position will primarily provide on-site support for corporate employees and guests to our sites.

Responsibilities

• Provide end-user advocacy; take ownership of the end-user experience (EUX).
• Serve as a level 2 escalation point of contact for the Service Desk.
• Possess a knack for process improvement.
• Handle multiple project priorities in a fast-paced environment.
• Possess excellent facilitation and communication skills.
• Possess the ability to develop alternative solutions in the absence of more desirable options.
• Assist with Imaging, distributing and collecting user equipment.
• Assist with administration of Microsoft Endpoint Manager (Intune).
• Assist with management of Azure Active Directory Users, Groups and Computers.
• Provide feedback from end-users regarding EUX improvement opportunities.
• Develop skills for PowerShell and CMD scripting to reliably automate repetitive administration functions.
• Develop documentation and job aids such as knowledge base articles (KBA) for ongoing support and knowledge transfer.
• Answering escalation calls during and after working hours.

Requirements

• At least 1 year of experience supporting Windows in a large organization.
• At least 1 year of experience supporting desktop/laptop hardware and application control/governance.
• At least 1 year of experience supporting Azure Active Directory.
• At least 1 year of experience supporting an enterprise print management environment.
• Moderate to advanced understanding of operating systems, network/system architecture, protocols, and enterprise services.
• Superior organizational, social, coordination, and follow-up skills.
• Superior verbal and written communication skills.
• Autonomous and creative problem solver.
• Team player; must prioritize communication and commitment to the team.
• ITIL certification ideal; experience working within an ITIL organization is required.
• MCSE (Microsoft Certified Support Engineer) or similar certification ideal, but not required.
• Microsoft Azure Administrator (AZ-104) certification ideal, but not required.
• Hardware (primarily x86 and AMD) configuration and troubleshooting experience required.
• Network+, Server+ or similar certifications ideal, but not required; networking knowledge is required.
• Process documentation and process improvement focus is required.
• The ideal Desktop Support Analyst will have experience in many or most of the following technologies or platforms:
• Client Operating Systems – Windows 10/11
• Client Hardware Architectures – X86, AMD, ARM
• Print Management – HP, Sharp, Canon
• Office Productivity – Office 365
• BYOD/Depl. Mgmt – Microsoft Intune
• Service Management - ServiceNOW

Qualifications

The ideal Desktop Support Analyst will have experience in many or most of the following technologies or platforms:

• Client Operating Systems – Windows 10/11
• Client Hardware Architectures – X86, AMD, ARM
• Print Management – HP, Sharp, Canon
• Office Productivity – Office 365
• BYOD/Depl. Mgmt – Microsoft Intune
• Service Management - ServiceNOW