Client Computing Analyst

GENERAL DESCRIPTION:

The Client Computing Analyst plays a critical role in executing day-to-day support of High Companies end user computing environment. The Client Computing Analyst supports information technologies and infrastructure for all High Companies business units. The Client Computing Analyst will assist in resolving technical issues related to desktop support and assist with identifying issues that need to be routed to the network, server, and cybersecurity teams. The Analyst should have the ability to work effectively and contribute positively as a team member within a fast-paced environment. Must have excellent customer service skills and the ability to explain solutions to other individuals over the phone, through email/instant message, as well as in person.

The Client Computing Analyst operates as part of the Client Computing team under the direction of the Client Computing Manager.

EXPERIENCE, SKILLS, TRAINING, AND/OR EDUCATION REQUIRED:

• Associate's degree, or equivalent experience in computer software and hardware
• 3-5 years of recent experience with technical support of personal computer-based hardware such as PC, Mac, mobile devices, copiers, printers, and peripherals.
• Experience in or knowledge of the following areas:
• Experience with PC imaging technologies (Microsoft Deployment Toolkit and Autopilot).
• The ability to assess hardware and software issues and make technical decisions with minimal supervisor assistance.
• Experience providing software support for various Microsoft operating systems and Microsoft Office 365 Suite of products.
• Active Directory knowledge including user administration, OU structures, computer objects
• Basic knowledge of network troubleshooting
• Previous experience supporting Multi Factor Authentication products.
• Previous experience providing second level support in a corporate environment.
• Working experience with, but not limited to, the following process areas: incident management, problem management, patching.
• Demonstrated problem-solving skills for networks, applications, and business processes with ability to identify root cause issues.
• Experience with software push technology.
• Organizational skills to complete assigned tasks on time and within minimal supervision.
• Demonstrated customer service focus.

OTHER SKILLS AND ABILITIES (Preferred but not required)

• Group Policy knowledge
• Experience with encryption software
• Experience with endpoint security products
• Asset Management experience
• PowerShell scripting knowledge

REPORTING RELATIONSHIPS:

The Client Computing Analyst is appointed by and reports to the Client Computing Manager. Currently there are no direct reports to this position.

ESSENTIAL JOB FUNCTIONS:

• Perform troubleshooting using different diagnostic techniques.
• Troubleshoot, diagnose, and resolve technical hardware and/or software issues.
• Provide quick resolution and excellent customer service.
• Keep record of problems and their resolution.
• Perform base computer imaging.
• Perform asset management tasks including but not limited to inventory receipt, asset assignment, asset retirement, asset tracking, and asset reporting.
• Send IT communication out to various groups as requested.
• Follow-up with customers.
• Provide feedback on processes and make recommendations on areas to improve.
• Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting.
• Suggest improvements to procedures.

MARGINAL JOB FUNCTIONS:

• Perform other duties and assignments as required by Client Computing Manager.