Title: Desktop Support Analyst - Senior
Duration: 12 months
Location: 151 W 42nd Street Floor - 14, New York, NY, US, 10036 - Onsite
Join our dynamic team as an IT Business Analyst in New York, where you'll have the opportunity to work in a fast-paced environment, supporting cutting-edge technology solutions.
Role Overview
As an IT Business Analyst, you will be well-versed in desktop and server Windows operating system configuration methods, including standalone physical and virtualized environments. You will manage image management, LAN/WAN network support, email systems such as Exchange and Microsoft 365, and SCCM. Additionally, you will be involved in disaster recovery methods, business continuity planning, market data and business application support, and troubleshooting.
You will support software developers and technical users, troubleshooting workstation, access, connectivity, tooling, and productivity issues related to development environments, IDEs, SDKs, command-line tools, source-control clients, package managers, certificates, proxy/network restrictions, and other developer workflow blockers. You will analyze both simple and complex desktop/server operating system issues and participate in troubleshooting across end-user support scenarios.
Excellence in technical skills, strong customer interaction, and providing white-glove service in all communications are key aspects of this role.
Primary Responsibilities
- Install, troubleshoot, and support Windows 10/11, macOS, Microsoft 365, OneDrive, Microsoft Teams, and other corporate applications.
- Image and re-image corporate and BYOD end-user systems, utilizing SCCM based on approved ServiceNow tickets.
- Provide technical support for mobility devices such as Android, iOS, iPhone, and iPad devices.
- Support imaging devices for print, scan, copy, and fax functions.
- Coordinate internal moves, adds, and changes, including large-scale office moves.
- Offer VIP/concierge services and home/remote support to the end-user community.
- Conduct IT orientation and training for new employees on existing systems and software.
- Coordinate end-user issues with server, network support groups, application teams, and project teams.
- Provide Smart Hands and Eyes support for servers, network, and security devices in remote locations.
- Log customer incidents and service requests in ServiceNow to meet SLAs.
- Participate in end-user device lifecycle management activities.
- Maintain asset management tools for effective device deployment and re-use of assets.
- Perform end-user-related audit, compliance, and security controls.
- Provide break-fix support for laptops, desktops, tablets, and associated hardware peripherals.
- Provide on-call support outside business hours on a rotational basis, if required.
- Support disaster recovery and emergency response activities.
- Provide basic AV, conference room, and meeting setup services.
- Follow ITIL best practices for tickets, service requests, and device management.
- Provide first-line support for business and market data applications and escalate complex issues.
- Support software developers with workstation, access, tooling, and productivity issues.
- Partner with application development, DevOps, engineering, security, and infrastructure teams to troubleshoot developer-impacting issues.
Technical Skills Requirements
- 3-5 years of working knowledge of Microsoft Windows operating systems, Active Directory, and Group Policy.
- 3-5 years of experience diagnosing and resolving TCP/IP, DNS, DHCP, VPN, and network issues.
- 3-5 years of IT end-user support experience in a fast-paced environment.
- Experience supporting software developers and technical workflows is preferred.
- Experience with mobile device management platforms is a plus.
- Experience supporting market data applications is desirable.
- Ability to troubleshoot hardware-related issues for various endpoint devices.
- Excellent verbal and written communication skills.
- Experience in a managed services provider environment is a plus.
- BS/BA in Computer Science, Information Technology, or equivalent hands-on experience.