Title: Senior Desktop Support Analyst
Status: Non-Exempt
Supervisor: Technical Support Services Manager
Office Location: Philadelphia, PA
Work Hours: TBD (40 hours per week)
Working from our Philadelphia, PA office and reporting to the Technical Support Services Manager, this individual will be responsible for maintaining, supporting and troubleshooting various hardware, software, and systems used by our customers. These systems include but are not limited to: onboarding / offboarding of personnel including equipment setup / breakdown; break / fix support for all computers, smartphones and printers; installation and support of core and specialty software; and setup and support of conference room audio / video systems.
Responsibilities include, but are not limited to:
- Building, configuring, testing and deploying equipment including workstations, laptops, monitors and printers
- Providing technical support by promptly responding to escalated tickets
- Performing and maintaining hardware set up, proper configuration, and system modifications to ensure high availability and performance
- Excellent technical troubleshooting of hardware and software issues
- Adhering to our incident management procedure including opening service tickets, updating tickets promptly with accurate details, and closing service tickets in a timely manner
- Providing advanced technical support to regional offices on all related applications, hardware, and peripheral issues
- Complying with SOPs for high-value asset management and software license compliance
Requirements:
- Reliable, dependable self-starters only; flexible to travel, work overtime and on-call rotation
- Must be customer-friendly and results-focused; balance is required
- A critical thinker who exhibits strong analytical, problem-solving skills, and common sense
- 7+ years of technical experience in an information technology environment
- Experience using Microsoft’s Active Directory and Group Policy Object management tools, Intune MDM, iManage, Cisco Unified Communications, Teams, and Azure device management and AutoPilot management skills along with Microsoft Office Suite support capabilites are preferred
- Experience configuring Windows 10/11 systems
- Expert desktop hardware and software troubleshooting skills, particularly while under pressure
- Thorough understanding of PCs, peripherals, and Windows and mobile device operating systems
- Service-focused, understands the value of follow-up and follow-through to resolve issues, and the power of timely customer communications regarding status
- Excellent organizational skills to prioritize numerous tasks
- Bachelor's Degree is a differentiator
- Able to physically lift and move various kinds of IT equipment
No agencies, please.
