Desktop Support Specialist

IT Deskside Support Systems Analyst-- Onsite role

We know that the achievements of our organization are due to the passion, hard work and creativity of our employees. We celebrate different perspectives to foster excellence across our organization, and our goal is to make diversity a foundation of what we do. We are proudly building an environment where you can bring your authentic self to work.

• Enjoy doing things that people say can’t be done? Innovation is at the center of everything we do.

• Hate red tape? We remove roadblocks instead of creating them.

• Working parent? We provide childcare assistance and paid parental leave.

• Student? We offer continuing education assistance.

• Looking for community? There are many ways to get involved, from Employee Resource Groups to local outreach.

Job requirement

Here’s the Gist:

The IT Deskside Support Systems Analyst will provide front-line primary technical support to end users on various technical issues and problems relating to hardware, software, and peripherals. They will also be responsible for resolving service tickets in a timely manner according to SLA and providing proper documentation. The IT Deskside Support Systems Analyst must have excellent problem-solving skills to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to appropriate IT staff members. Understand, and ensure adherence to, defined technology standards and procedures to include: Incident Management, Security, Change Management, Asset Management and Procurement. This person will also collaborate with IT team members and attend regular status meetings.

The Day-to-Day:

• Provides technical support and guidance to resolve user’s computer hardware and software problems

• Takes ownership of assigned tickets to avoid SLA breach (i.e., maintain/update ticket to closure)

• Submits weekly status reports

• Communicates with users via phone, chat, email and/or a support ticketing system to assess the scope of the problem and determine what, if any, resolution steps users have performed

• Applies knowledge of computer software and hardware to assist users in resolving problems

• Handles installation and set-up of new hardware, software and peripheral equipment

• Coordinates service or replacement of defective products from vendors and manufacturers

• Maintains knowledge of technical innovations, trends and best practices; makes recommendations for new software and hardware

• Drafts or revises user training manuals and procedures

• Develops training materials and/or provides onsite training as requested

• Performs other related duties and special projects as assigned

• Maintains an inventory of all equipment, hardware, software and supplies

This Job is Right for You if You Have (Minimum Requirements):

• High School Diploma with 5+ years Infrastructure support experience within a corporate/manufacturing environment

• Proficient in Windows 7/8/10, Mac OS, Office 365, Active Directory and ServiceNow

E Excellent Experience on MAC and JAMF

• Excellent verbal and written communication skills

• Excellent interpersonal and customer service skills

• Strong analytical and problem-solving skills

• Team player, with a positive attitude

• Proficient with Microsoft Office Suite or related software

• Ability to explain technical problems to nontechnical employees

• This position requires the lawful ability to access technical data, information, and areas controlled by United States export control laws and regulations.

This role may require additional duties