Sr. Desktop Support Analyst

Position Summary

The Sr. Desktop Support Analyst is an IT On-site support position that provides first-level and escalated end user support, both on-site and remote, including receiving in-bound calls and responding to service call inquiries. This position performs troubleshooting and documents steps taken to resolve incidents and service requests using a ticketing system and providing timely resolutions to end users. In addition to daily desktop support, this position may act as the sole or partnered subject matter expert and single point of contact to the site business leadership team regarding IT responsibilities. This role will work closely with IT Site Manager to fulfill the business demands of the site they support. This role works closely with functional support teams within the infrastructure, application, and operational technology groups. The Sr. Desktop Support Analyst may be asked to lead projects and work closely with vendors to implement solutions that meet business demands. This position supports and enforces information technology (IT) policies, hardware and software lifecycle.

Principal Duties & Responsibilities

• This position will be responsible for a customer service-oriented and proactive approach to resolving technology issues for all levels of end users. This includes extensive experience with desktop hardware, software applications, operating systems, telephony, and network connectivity. Continuous improvement and a holistic approach are also key qualities for the role.
• This position performs preventative maintenance and repairs on computers, laptops, printers and other related equipment (mobile devices, Conference room Audio and Video for example but not limited to); and installs, upgrades, supports and troubleshoots equipment and Windows 10/11 applications. With guidance from IT Ops Team, this position may support server and networking equipment as well.
• Maintain close relationships with site leaders to understand, prioritize and provide solutions to the business.
• Build and maintain a close working relationship with your internal peers and the larger IT organization to provide services around networks, hosting, process control, monitoring and IT security
• Manage 3rd party service providers to meet and exceed SLA commitments. Leverage external partners and vendors to enhance effectiveness as needed
• Ensure Site-IT Infrastructure lifecycle management and align to capacity growth proactively with accurate forecasts

Specialized/Technical Knowledge or Required Skills

• Responsible for managing the local escalation process of problems to appropriate support personnel. Evaluate business needs and alignment of work environment for possible process improvements and implement accordingly.
• Provide primary or escalated technical support to a wide variety of end users, responding promptly and effectively to calls concerning IT issues. Provide troubleshooting, root cause analysis, and problem resolution for technical issues, be they client or infrastructure items.
• Acts as a liaison between sites and the network as well as hosting and end user experience team to assist in issue resolution and request completion
• Exercise a degree of autonomy and sound judgment in making decisions
• Maintains responsibility for timely resolution of problems, communication to clients regarding problem status and maintenance of status/resolution information in a problem management system
• Coordinate resource communications and resolution of incident management process among stakeholders
• Ensure best in class IT Service delivery according to established SLAs and KPIs
• Work with Operations team to drive projects to improve IT Infrastructure and customer experience.
• Assess opportunities for optimization and initiate improvement process
• Leverage and execute industry-leading infrastructure management and support methodologies, designed to minimize customer outages and impacts
• Recommend and implement systems and processes to improve performance, security, and availability of IT Services. Work with Operations team to design and implement disaster recovery for sites supported.
• Assists in identifying and working with IT Site Manager on projects to improve IT infrastructure processes and customer experience.
• Identify opportunities for optimization and initiate recommendations to the IT Site Manager for any improvements

Education and Experience

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• Bachelor’s degree in computer science, Management Information Systems, or equivalent work experience
• Minimum 5 years of IT experience
• Extensive experience with desktop hardware, software applications, operating systems and network connectivity is required.
• Experience working with executives and c-suite in an IT support capacity.
• Advanced Windows Desktop OS knowledge
• Extensive knowledge of Active Directory, Network Essentials, SCCM, m365, and VoIP systems
• Solid understanding of mobile and tablet device troubleshooting and configuration skills (iOS and Android)
• Demonstrated project expertise with infrastructure related projects
• Experience working with insourced and outsourced IT operations
• Strong analytical and problem-solving skills
• Excellent teamwork and collaborative skills
• Strong verbal and written communication skills in local and English language

Preferred Qualifications

• Experience with Server room configurations, maintenance, and monitoring
• Experience with Microsoft product maintenance
• Experience with network communications and wireless technologies
• Experience with VoIP unified communications services
• Track record of agility and flexibility in responding to IT issues.
• Familiarity with 24x7 manufacturing environments, policies, and procedures
• Familiarity with Project Management Framework