Desktop Support Analyst

Mac OS Firefox Research Broadband Operations Leadership Management ServiceNow CompTIA A+ Encryption Subnetwork Multitasking, Workstation imaging, configuration & deployment/user setup using common enterprise systems/tools such as SCCM/MDT. Autopilot/Intune experience a plus.

Application deployment using common enterprise tools

Hardware asset tracking & reporting

End-user security/protection application support (virus/malware removal, hard-drive back-up, hard-drive encryption configuration, etc.)

Workstation research & related projects/initiatives (OS upgrades, new patch releases, browser upgrades, new application deployments, etc.)

Other technical configuration, support & administrative tasks as assigned

Level 2 Technical (Break/Fix) Support

Level 2 (escalated from helpdesk) technology troubleshooting/repair/resolution services for all deployed workstations, mobile devices, applications, network/remote access & messaging services, for end-users across all sites

Occasional level 1 technology support after-hours & during high-demand periods (incidents/outages, enterprise-wide deployments, etc.)

Diagnosis/resolution of computer hardware, software & network issues for Executive and VIP personnel at all sites (on-site & via remote support tools)

Low-level network support (port testing, bandwidth monitoring, share drive troubleshooting, etc.)

Support ticket & SLA management using common enterprise tools such as ServiceNow, Remedy, etc.

General user community technology guidance, recommendations & education

Technical Administration

User permissions & password management on multiple systems (Active Directory, Exchange, etc.)

Incident management, including response, tracking & reporting for areas of responsibility

Document workstation configuration standards, processes & best-practices

Manage local site logistics including storage room, organizing inventory, shipping and receiving

Ability to lift up to 50 pounds

Able to sit or stand for extended periods of time

Team Collaboration

Work directly with team members, other IT groups and non-IT/business representatives to address all incidents, problems & requests

Coach/mentor Helpdesk analysts and desk-side support technicians in configuration & troubleshooting methods & best practices

Ongoing process/solution analysis and improvement

IP Addressing Print Servers Prioritization Issue Tracking Security Token Asset Tracking Screen Capture Lifting Ability Windows Servers Problem Solving Network Support Malware Removal Customer Service Active Directory Telephone Skills CompTIA Network+ Web Conferencing Network Printers Hard Disk Drives Technical Support Help Desk Support Computer Hardware Wireless Networks Instant Messaging Video Conferencing Business Valuation Financial Services Incident Management Password Management Encryption Software Microsoft Windows 10 Relationship Building Remote Access Systems Full Stack Development Shipping And Receiving Collaborative Software, Ability To Meet Deadlines Java (Programming Language) Microsoft Internet Explorer Microsoft Deployment Toolkit Virtual Private Networks (VPN) Enterprise Application Software Troubleshooting (Problem Solving) Microsoft Certified IT Professional System Center Configuration Manager Microsoft Certified Technology Specialist Microsoft Intune (Mobile Device Management Software), 5+ years deploying, updating, optimizing and troubleshooting Windows-based workstations in a corporate environment.

5+ years providing support for common corporate client-side technologies, including wired/wireless networks, VPNs & security tokens, WiFi/broadband technologies, collaboration tools (Instant Messaging, Web Conferencing, Video Conferencing), A/V devices (projectors, presentation boards, etc.)

Experience deploying images, software & updates with workstation management tools (e.g., MS Deployment Toolkit [MDT], MS Systems Management Server [SMS], MS System Center Configuration Manager [SCCM], MS Autopilot, MS Intune, etc.)

5+ years providing support for Windows 10, Windows 11. Windows Server experience a plus.

5+ years providing support for MS Office and all major component applications.

5+ years providing support for other common corporate client-side applications (Acrobat, anti-virus solutions, anti-malware solutions, softphones, file encryption, screen capture, etc.)

5+ years providing support for internet-based applications using common internet browsers (Internet Explorer, Chrome, Firefox, etc.) & related technologies (Java, ActiveX, etc.)

5+ years providing on site & remote technical support for workstations, applications and networking technologies in medium to large organizations.

Macintosh & OS X configuration & support experience a plus.

Some exposure to implementing and/or supporting virtual servers & desktops using VMware or similar tools.

Basic understanding of IP addressing, subnets, file/folder mapping, share drives & network printer configuration. Basic file & print server configuration/administration a plus.

Familiarity with a range of ticket/incident management systems, specifically ServiceNow

Microsoft Active Directory administration.

Additional Skills & Qualifications

Nice to have: Financial services background / type of environment / customer service** Law firms - high touch**

6-8+ years of helpdesk experience preferred

Ability to coordinate tasks with vendors to meet service targets & project deadlines.

Ability to prioritize & multi-task in a fast-paced/demanding environment.

Ability to work independently or as part of a team to meet deadlines.

Strong analytical & problem-solving.

Strong interpersonal/relationship-building skills & customer service values/practices.

Strong written, verbal & phone skills, with ability to explain technical matters in non-technical terms.

Good ability to judge situational feedback (user frustration, systems urgency, etc.) and adjust support response/approach to meet needs.

Education

Professional training/certifications related to areas of responsibility (e.g. CompTIA A+ Network+, MCITP, MCSA, MCTS, etc.)

Information Services related college degree preferred, but not required Job Type & Location, Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

We’re partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That’s the power of true partnership. TEKsystems is an Allegis Group company., Were a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. Were a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.