Senior Deskside Support Analyst

Job Description:

Position - Sr. Deskside Support Analyst

Location - Brownsburg, Indiana

Type of role - In office 5 days a week

News Corp is looking for a Sr. Deskside Support Analyst to provide internal facing technical support for our employees and contractors. Global Technology is a shared technology services model across several News Corp business units including; Dow Jones, HarperCollins, The New York Post, and Realtor.com. Candidates should have a passion for technology and a desire to help people. The individual in this role has a wide scope of responsibilities including PC, Mac, networking, SCCM, Active Directory, Office 365, Google suite and more. They will provide assistance with issues, questions, and requests submitted by our customers via remote access, through email, ticketing system, and/or hands on intervention as needed. Sr. Deskside Support Analyst are responsible for coordinating appropriate interactions to address every request to resolution.

 

Position mandates continuous learning as new technologies emerge or as the company implements them. Qualified applicants will have in-depth knowledge of Windows and Mac desktop environments, exhibit resourceful thinking, maintain a willingness to find answers, all while exhibiting excellent interpersonal interactions with customer base. This is a vital IT team member who increases customer satisfaction. Ability to successfully communicate technical information, both written and verbal, to a wide range of users is required.

 

 

Responsibilities:

 

      Work directly with customers in person, via phone, via ticketing system, and email

      Image, deploy, and maintain all HW including desktops, laptops, monitors, docking stations and desktop printers

      Installation, configuration and troubleshooting of:

o   MAC and Windows OS devices

o   RF devices

o   Various applications

o   Printers and label printers

o   Basic network connections

      Conference room video and audio support

o   Support/set up and troubleshooting of audio visual equipment

o   Support employee meeting setup

      Desktop support will provide training on applications and share responsibility for training new employees

      Support all models of cellular/tablet devices, including Android, IOS and mobile operating systems

      Support remote users as needed

      Maintain accurate asset inventory - CMDB

      This position is on-site 5 days per week

 

 

Major Accountabilities:          

 

Troubleshooting

 

      Resolves 1st and 2nd level support issues concerning hardware, software, networking, active directory, applications, and meeting coordination

      Responds to all queries, triaging each in a prioritized and timely manner

      Records issues in the tracking software and escalates complex issues to appropriate 3rd level support

      Owns incident and request tickets, performs follow-up, and ensures proper closure is reached and communicated

 

Hardware

 

      Provides hardware support for PCs, Macs, printers, network, VoIP phones, wireless and handheld devices

      Perform basic RF device troubleshooting, including wiping and reinstalling device software, and coordinate with vendors to facilitate replacement of physically damaged devices.

      Perform basic troubleshooting of label printers, including network connectivity, paper jams, and software issues, while coordinating with vendors as needed for support and resolution

      Able to deploy OS images for PC and Mac

      Coordinates with vendors and service providers for in-warranty hardware replacement and service

      Follows standard guidelines to install and configure new equipment and peripherals, moving, and updating equipment for regular replacement and to accommodate staff moves and changes

 

Software

 

      Provides support for software with emphasis on Microsoft Windows and Office  products, Apple OS X, Adobe creative suites, terminal services session, and other in-house applications

      Responsible for updating and maintaining software products and applications as required

 

Asset Management

 

      Accurate and timely physical management of assets, as well as accurate documentation within our internal database (CMDB) is an essential element to the position

      CMDB accuracy is critical to the business as the primary inventory tool

 

Other

 

      Participates in the evaluation, piloting, testing and launch of new hardware, software and apps

      Participates in various IT initiatives, desktop projects and research

      Proposes process improvements

      Create desktop communications, announcements and presentations to the company and sub groups

      Researches using web, manuals, publications, etc., including other IT staff and vendors to troubleshoot and answer customer questions

      Manages, maintains, and improves technical documentation

 

 

Required Skills:

 

      5+ years of experience providing hands-on desktop and end-user technical support in a large-scale, high-volume environment.

      Experience supporting warehouse, distribution, manufacturing, or logistics operations, including technology used in fast-paced production environments.

      Strong experience troubleshooting Windows workstations, laptops, RF/scanner devices, label printers, monitors, peripherals, and other IT equipment.

      Experience with device imaging, software installation, configuration, troubleshooting, and hardware replacement.

      Experience troubleshooting network connectivity issues, including wired and wireless devices, printers, and RF equipment.

      Experience working with hardware and software vendors to troubleshoot issues, coordinate repairs, and manage equipment replacements.

      Ability to diagnose and resolve technical issues with minimal supervision while prioritizing multiple requests in a time-sensitive environment.

      Experience supporting users on the warehouse floor and working in an environment where equipment may be exposed to dust, noise, temperature variations, and continuous operational activity.

      Experience documenting incidents, troubleshooting steps, equipment changes, and resolutions using a ticketing or IT service management system.

      Strong communication and customer-service skills, with the ability to work effectively with warehouse operations, management, IT teams, and external vendors.

      Ability to lift 20 lbs., and agility to work under desks at times

 

Desired Skills:

 

      Ability to multitask, in a fast-paced environment

      Independently plan, organize, and prioritize workload

      Possess analytical thinking, and problem-solving skills

      Commitment to customer service

      Must be self-motivated, energetic, and proactive personality 

 

Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status or any other protected characteristic under applicable law. EEO/Disabled/Vets

Reasonable Accommodation

We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application and/or interview process. If you need assistance or accommodation in completing your application or participating in an interview due to a disability, email us at humanresources@newscorp.com. Please put "Reasonable Accommodation" in the subject line and provide a brief description of the type of assistance you need. This inbox will not be monitored for application status updates.

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Base Pay Range: $60,000 - $75,000

We’re committed to offering competitive and flexible compensation to attract top talent. This pay range reflects our good faith estimate for the role and may vary based on a candidate’s experience, skills, location, and other relevant factors.

For bonus-eligible roles, targets are determined based on multiple considerations, including market benchmarks and individual contributions.

For benefits-eligible roles, we offer a comprehensive and competitive benefits package covering health, retirement, wellbeing, and more, along with optional benefits to meet the diverse needs of our employees