Senior Desktop Support Analyst - Hybrid Onsite MN
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Minneapolis, MN
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JOB DETAILS
JOB TYPE
Full-time
SKILLS
2nd Level Support, Administrative Skills, Analysis Skills, Android, Apple, Apple Desktops, Apple Macs, Apple iPad, Apple iPhone, Business Solutions, Communication Skills, Computer Networks, Computer Science, Computer Security, Computer Workstations, Cryptography, Customer Support/Service, DHCP (Dynamic Host Configuration Protocol), DNS (Domain Name System), Desktop Administration, Desktop Environments, Desktop PC, Documentation, Driver's License, Ethernet, Fast Ethernet, Firewalls, Hardware Administration, Hardware Upgrades, IPsec (IP Security), Identify Issues, Incident Management, Interpersonal Skills, LDAP (Lightweight Directory Access Protocol), Laptop PC, Mac Operating System, Management of Information Systems/Technology (MIS), Microsoft Active Directory, Microsoft Office, Microsoft Windows Operating System, Microsoft Windows System Administration, Mobile Applications, Mobile Devices, Mobile Technology, Network Protocols, Operating Systems, Organizational Skills, Peripheral Hardware, Policy Development, Problem Solving Skills, Procedure Development, Process Improvement, Software Administration, Standards Development, System Operations, Systems Administration/Management, Systems Maintenance, TCP/IP (Transmission Control Protocol/Internet Protocol), Technical Support, User Documentation, VPN (Virtual Private Network), Wi-Fi, Workstation Hardware
LOCATION
Minneapolis, MN
POSTED
30+ days ago
The Senior Desktop Support Analyst is responsible for implementation, support, and maintenance of the NMDP's desktop and laptop systems. This position will participate in system administration, system security and operational efficiency efforts in accordance with NMDP policies and procedures on Windows and Apple workstation platforms. This position will provide 2nd level IT support for NMDP workstations and mobile devices.
NOTE: This role will work a hybrid schedule 4 days per week on-site at our Minneapolis, World Headquarters for the first 6 months, then transition to on-site 2 days and remote 3 days per week.
ACCOUNTABILITIES:
- System & Workstation Administration & Support:
- Participate in efforts to implement new systems and services for Windows and Apple desktop environments.
- Provide daily administration support for NMDP hardware, software and portable device infrastructure; including adding and deleting users, assigning permissions, distributing software, and other duties required to ensure business continuity and system integrity.
- Maintain system security practices on Windows and Apple environments including workstation and portable device encryption. Provide feedback to engineering teams to ensure the desktop and laptop environment supports established NMDP security policies and procedures.
- Install, configure, monitor, tune and upgrade the hardware, operating systems, and third-party software products within the Windows and Apple workstation environments as required to meet NMDP business objectives.
- Develop and maintain standard configurations for Windows and Apple workstations and laptops. Create and distribute documentation for systems, services, third party software products, procedures, commonly asked questions, problem resolution and policies to Deskside Services and Service Desk.
- Manage and support portable devices (Apple & Android) for all mobile and remote NMDP staff.
- Manage hardware and software inventory.
- Fulfill requests for end user hardware/software, applications, mobile devices and peripherals.
- Design and implement process improvements for the Service Desk and Deskside Services. Follows NMDP policies for the Incident Management process in accordance with documented service levels.
- Create end-user documentation and reference guides for users upon the deployment of new workstation or mobile technologies or products.
- Provide after-hours support for special events, infrastructure migrations, and system emergencies.
- Other duties as assigned.
REQUIRED QUALIFICATIONS:
Knowledge of:
- Advanced knowledge of Microsoft Windows operating systems or MacOS operating systems.
- Solid understanding of user management and directory services with LDAP and Active Directory.
- Solid understanding of network communication mediums & protocols like ethernet, wifi, and tcpip.
Ability to:
- Demonstrate strong interpersonal, communication and organizational skills.
- Show demonstrated success in working independently and as a member of a team.
- Demonstrate strong analytical and creative problem-solving skills.
- Manage multiple, rapidly changing priorities.
Education and/or Experience:
- Two years' experience in a position that required system administration of Windows and/or Mac workstations in a business environment.
- Demonstrated experience installing, configuring, backing up, and supporting Windows and/or Mac workstations.
- Experience troubleshooting and identifying the cause of workstation hardware and productivity application (Microsoft Office) issues.
PREFERRED QUALIFICATIONS: (Additional qualifications that may make a person even more effective in the role, but are not required for consideration)
- Associates degree or higher in Computer Science, Business, Management Information Systems or related field.
- Proficiency with various network technologies such as TCP/IP, DHCP, DNS, Fast Ethernet, IPSec, VPNs and firewalls.
- Experience with supporting Apple iPhone and iPads (Google Android would be a bonus)
- Hold a valid driver's license
The Senior Desktop Support Analyst is responsible for implementation, support, and maintenance of the NMDP's desktop and laptop systems. This position will participate in system administration, system security and operational efficiency efforts in accordance with NMDP policies and procedures on Windows and Apple workstation platforms. This position will provide 2nd level IT support for NMDP workstations and mobile devices.
NOTE: This role will work a hybrid schedule 4 days per week on-site at our Minneapolis, World Headquarters for the first 6 months, then transition to on-site 2 days and remote 3 days per week.
ACCOUNTABILITIES:
- System & Workstation Administration & Support:
- Participate in efforts to implement new systems and services for Windows and Apple desktop environments.
- Provide daily administration support for NMDP hardware, software and portable device infrastructure; including adding and deleting users, assigning permissions, distributing software, and other duties required to ensure business continuity and system integrity.
- Maintain system security practices on Windows and Apple environments including workstation and portable device encryption. Provide feedback to engineering teams to ensure the desktop and laptop environment supports established NMDP security policies and procedures.
- Install, configure, monitor, tune and upgrade the hardware, operating systems, and third-party software products within the Windows and Apple workstation environments as required to meet NMDP business objectives.
- Develop and maintain standard configurations for Windows and Apple workstations and laptops. Create and distribute documentation for systems, services, third party software products, procedures, commonly asked questions, problem resolution and policies to Deskside Services and Service Desk.
- Manage and support portable devices (Apple & Android) for all mobile and remote NMDP staff.
- Manage hardware and software inventory.
- Fulfill requests for end user hardware/software, applications, mobile devices and peripherals.
- Design and implement process improvements for the Service Desk and Deskside Services. Follows NMDP policies for the Incident Management process in accordance with documented service levels.
- Create end-user documentation and reference guides for users upon the deployment of new workstation or mobile technologies or products.
- Provide after-hours support for special events, infrastructure migrations, and system emergencies.
- Other duties as assigned.
REQUIRED QUALIFICATIONS:
Knowledge of:
- Advanced knowledge of Microsoft Windows operating systems or MacOS operating systems.
- Solid understanding of user management and directory services with LDAP and Active Directory.
- Solid understanding of network communication mediums & protocols like ethernet, wifi, and tcpip.
Ability to:
- Demonstrate strong interpersonal, communication and organizational skills.
- Show demonstrated success in working independently and as a member of a team.
- Demonstrate strong analytical and creative problem-solving skills.
- Manage multiple, rapidly changing priorities.
Education and/or Experience:
- Two years' experience in a position that required system administration of Windows and/or Mac workstations in a business environment.
- Demonstrated experience installing, configuring, backing up, and supporting Windows and/or Mac workstations.
- Experience troubleshooting and identifying the cause of workstation hardware and productivity application (Microsoft Office) issues.
PREFERRED QUALIFICATIONS: (Additional qualifications that may make a person even more effective in the role, but are not required for consideration)
- Associates degree or higher in Computer Science, Business, Management Information Systems or related field.
- Proficiency with various network technologies such as TCP/IP, DHCP, DNS, Fast Ethernet, IPSec, VPNs and firewalls.
- Experience with supporting Apple iPhone and iPads (Google Android would be a bonus)
- Hold a valid driver's license
About the Company
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