Senior Technical Support Analyst

Summary

Description

Summary of This Role

What Part Will You Play?

• Prepares servers, desktops, and laptops by imaging devices in preparation for deployment and testing them for proper operation, as needed. Creates and maintains image(s) for hardware setup, as assigned. Ensures Thin Client and Virtual Desktop Infrastructure (VDI) devices interconnect seamlessly with file servers, mail servers, etc. Begins to troubleshoot complex connectivity issues.
• Maintains the functionality and efficiency of computer and user objects in active directory while maintaining correct Organizational Units (OU). Assists in the maintenance of Group Policy for Edge of Network Endpoints and Operating Systems. Unlocks team member accounts, as needed from a backup perspective.
• Occasionally proposes, develops, and communicates technical, systems, and application standards and ensures compliance with existing standards.
• Responds to complex technical issues surrounding server/desktop/laptop hardware (e.g. responsible for scheduling and getting bad equipment fixed/replaced through the vendor), Microsoft Operating Systems, IBM (Domino), and/or installed software (e.g. troubleshooting encryption software issues, troubleshoots and fixes vulnerabilities identified by information security, software vendors, or operations risk assurance), and follows through to appropriate resolution, while creating a repeatable process and eliminating recurring problems. Services issues related to Mobile Device Management (MDM) platform and the MAC operating system. Acts as tier 2 support for lower level analysts on hardware and software issues. Performs routine All System Outages (ASO) to ensure Security and Patch Management are held within the tolerances of acceptable system performance.
• Supports testing and evaluation of new desktop packages and implements prototypes.
• Assists with projects by completing assigned tasks and recommends options to project leader in order to meet goals. Occasionally leads projects. Works with external vendors to ensure a smooth and successful delivery of any externally sourced services and products.
• Adheres to technology policies and complies with all security controls while providing guidance to lower level analysts.
• Assists with the design and implementation of robust and scalable solutions to establish and maintain server and desktop hardware and software. Helps design server and desktop support strategies that, on the latter, also take into account office bound and remote user base using both manual procedures and desktop tools.
  

What Are We Looking For in This Role?

Minimum Qualifications

• Bachelor's Degree Relevant Experience or Degree in: Computer Science, Management Information Systems preferred; other degrees considered
• Typically Minimum 4 Years Relevant Exp
• Experience in an IT Server, Network, and/or PC Support environment, or experience in an IT customer support environment will be considered
  

Preferred Qualifications

• Relevant vendor accreditation desirable.
  

What Are Our Desired Skills and Capabilities?

• Skills / Knowledge - A seasoned, experienced professional with a full understanding of area of specialization; resolves a wide range of issues in creative ways. This job is the fully qualified, career-oriented, journey-level position.
• Job Complexity - Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors. Demonstrates good judgment in selecting methods and techniques for obtaining solutions. Networks with senior internal and external personnel in own area of expertise.
• Supervision - Normally receives little instruction on day-to-day work, general instructions on new assignments.
• Client facing communication skills - Builds positive customer relationships, and works with clients to understand and respond to issues
• Problem resolution skills - Investigates and provides solutions to issues, incidents, and problems
• Organization - Prioritizes work according to business need, with minimal support