Desktop Support Analyst

What you would do here:

As a Desktop Support Analyst, you will be an integral part of the Infrastructure and Operations team and the entire IT department. You will focus on the installation, configuration, and maintenance of IT-related software and hardware for personal computers and/or personal computing devices including:

• Acquiring, installing, and upgrading computer hardware, peripherals (printers, headsets, docking stations, monitors, etc.), and software components
• Meeting end user needs by ensuring the uptime, performance, resource availability, and security of the computers and peripherals being managed
• Answering Helpdesk calls and triaging technical support tickets, which would include the following activities:
  • Providing day-to-day technical support to team members for a range of hardware and software related issues
  • Responding to and troubleshooting problems through discussion with users remotely or in person, while providing effective and timely resolution of team members' incidents, questions, or complaints
  • Assisting in hardware and software evaluation and recommending upgrades or improvements
  • Participating in the weekly helpdesk on-call rotation with other members of the I&O team
• Creating and managing user accounts, mailboxes, and security groups in on-premise Active Directory/Entra ID
• Helping with the administration and support of the virtual and physical servers with the opportunity to participate in the following:
  • Ensuring the availability of client/server applications, and developing and supporting the processes/procedures for ongoing management of the server environment
  • Assisting in overseeing the physical security, integrity, and safety of the server room and virtual server environment

What you already know and have done:

• Installed and supported Windows operating systems and O365 applications on personal computing devices
• Created and configured virtual servers or other resources in a cloud-based environment, Microsoft Azure preferred
• Managed a helpdesk ticket queue by answering phones and responding to technical incidents and service request tickets
• Continued to further your education by acquiring certificates to learn and stay current on technology, best practices, and other related methodologies

Ideally You Have:

• A strong desire to learn and grow
• Bachelor's Degree in computer science/computer technology or equivalent work experience
• Worked within a collaborative IT team to support a diverse and knowledgeable user base
• Technical skills using Microsoft-based technologies including Windows workstation and server operating systems
• The ability to troubleshoot and resolve hardware and software issues with personal computers, tablets, phones, and other peripheral devices remotely and in-person
• Additional competencies supporting O365 products and in-house applications
• Experience in or desire to learn Microsoft Azure cloud-based technologies and tools
• Positive interpersonal and communication skills, including the ability to listen, to ask investigative questions, and to ensure accurate understanding of the need
• Highly collaborative team player mindset - we succeed or fail together
• Dedication to helping others with technical problems
• Passion -- a love of IoT, running, crafting, family, wood-working, birding, or whatever gets you out of bed in the morning
• Desire for learning and continuous improvement
• Excellent communication skills for constant communication whether in person or remote