Job
Description
The Endpoint Support Analyst will provide critical day to day support for Windows and Mac devices. The analyst will work on ServiceNow user tickets and basic project work. The candidate must be self-motivated and autonomous, proficient in communication both written and verbal, and experienced with ITIL processes. Troubleshoot issues with Windows and Mac device enrollment using Microsoft Autopilot and JAMF over the air provisioning. Support OS patching, Microsoft Office, and Google Chrome changes, and review and solve hardware driver issues. Monitor and remediate compliance and configuration drift using reports, proactive remediation scripts, and integrated analytics tools such as Log Analytics. Understanding of Group Policy Objects (GPOs) and Conditional Access policies Research and resolves systemic issues and problems with software and hardware on Windows and Mac systems. Follows escalation procedures when appropriate to resolve processing problems and user problems in a timely manner and meet service levels and other standards for the job Collaborate with the Service Desk and other L1 teams to identify systemic issues and coordinate investigation and solution implementation. Completes project assignments and ad-hoc project needs commensurate with job expectations. Basic Qualifications: Bachelor s degree and 2 years of Information Systems experience OR Associate s degree and 4 years of Information Systems experience OR High school diploma / GED and 8 years of Information Systems experience Preferred Qualifications: 4+ years providing end-user support in a multi-system environment including issue resolution, upgrades/patching, and general management across PC, Mac, Tablet, Smartphones, VDIs and peripherals Working knowledge of MS Office Suite and Browser management required. PowerShell, python or other scripting tools would be very helpful 2+ years working with Intune, JAMF, ServiceNow, and NextThink or 1e Tachyon. Working knowledge of Agile methodology Ability to address rapidly changing priorities in a fast-paced environment Familiar with ITIL-based processes and the use of ServiceNow or similar management platform Excellent communication, interpersonal skills, and writing skills with ability to understand customer needs Passionate about customer service and how it can transform businesses Excellent project management skills and ability to multitask with ease The Endpoint Support Analyst will provide critical day to day support for Windows and Mac devices. The analyst will work on ServiceNow user tickets and basic project work. The candidate must be self-motivated and autonomous, proficient in communication both written and verbal, and experienced with ITIL processes. Troubleshoot issues with Windows and Mac device enrollment using Microsoft Autopilot and JAMF over the air provisioning. Support OS patching, Microsoft Office, and Google Chrome changes, and review and solve hardware driver issues. Monitor and remediate compliance and configuration drift using reports, proactive remediation scripts, and integrated analytics tools such as Log Analytics. Understanding of Group Policy Objects (GPOs) and Conditional Access policies Research and resolves systemic issues and problems with software and hardware on Windows and Mac systems. Follows escalation procedures when appropriate to resolve processing problems and user problems in a timely manner and meet service levels and other standards for the job Collaborate with the Service Desk and other L1 teams to identify systemic issues and coordinate investigation and solution implementation. Completes project assignments and ad-hoc project needs commensurate with job expectations. Basic Qualifications: Bachelor s degree and 2 years of Information Systems experience OR Associate s degree and 4 years of Information Systems experience OR High school diploma / GED and 8 years of Information Systems experience Preferred Qualifications: 4+ years providing end-user support in a multi-system environment including issue resolution, upgrades/patching, and general management across PC, Mac, Tablet, Smartphones, VDIs and peripherals Working knowledge of MS Office Suite and Browser management required. PowerShell, python or other scripting tools would be very helpful 2+ years working with Intune, JAMF, ServiceNow, and NextThink or 1e Tachyon. Working knowledge of Agile methodology Ability to address rapidly changing priorities in a fast-paced environment Familiar with ITIL-based processes and the use of ServiceNow or similar management platform Excellent communication, interpersonal skills, and writing skills with ability to understand customer needs Passionate about customer service and how it can transform businesses Excellent project management skills and ability to multitask with ease
