Desktop Support Analyst

The landscape includes Windows and MacOS laptops, mobile devices, Hybrid AD and M365. You will be part of a close-knit IT team that is a critical partner and supporter of end users.

• Provides day-to-day technical support to employees for internal desktop systems hardware and software as well as support for network, basic server, and storage infrastructure for 200+ users.
• Installs, configures, and troubleshoots Windows 10 and MacOS devices, smartphones, and network equipment in a heterogeneous environment.
• Manages Users and Computer Objects in Active Directory in a hybrid environment.
• Performs Windows imaging and proactively researches and drives IT towards modern approaches for image management and patching.
• Analyzes, installs, modifies, and supports operating systems, database, or utilities software.
• Responsible for endpoint management, conditional access policies and security using KACE and Intune. Assess current practices and recommend improvements.
• Supports M365 applications including Office and Teams.
• Participates in and follows ITIL Incident Management and Change Management.
• Responsible for proper configuration and use of ticketing systems, knowledge base systems and CMDB in collaboration with the IT Infrastructure team.
• May participate in development of information technology and infrastructure projects
• Acts as the IT lead in onboarding and off-boarding employees.
• Onsite as well as remote support.
• Support multi-function printers and teleconferencing equipment.
• Assist in new-permanent orientation training around the usage of specific IT-supported software, such as M365, document management systems etc.

Requirements:

• Required: Associates Degree. Preferred: Bachelor of Computer Science or related degree.
• A minimum of 8 years of experience in an IT Support environment.
• Verifiable experience covering all responsibilities mentioned.
• Must have excellent customer service and communication skills.
• Strong experience with Windows 10, AD, and M 365 in a heterogenous environment.
• Familiarity with MacOS and iPhone support.
• Experience with endpoint management, patching and security platforms.
• Must have a positive attitude and be resourceful in troubleshooting issues.
• Strong technical aptitude and demonstrated problem-solving skills.
• Appropriate Microsoft Certifications such as:
• M365 Fundamentals.
• Security, Compliance, and Identity Fundamentals.

• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• 401(k)
• Paid Time Off
• Flexible Spending Account
• Health Savings Account Microsoft Office 365, Endpoint Protection, Active Directory, Windows Intune