Service Desk Analyst

Support the computing needs of all desktop and laptop users, including installation, upgrades, problem resolution and repair.

• Install and support the use of peripherals and computer software including, but not limited to, Microsoft Office, Adobe and other applications.
• Respond to requests for assistance in person or via remote support tools and
  ** escalate
  * * problems and requests as appropriate.
• Diagnose hardware problems and perform and/or coordinate the repair of hardware.
• Install new laptops, desktops, printers, personal device assistants and other peripherals.
• Support the use of operating systems and software applications including, but not limited to, Windows 11, Microsoft 365, Adobe Creative Cloud suite and other applications.
• Maintain and enforce software policies and standards.
• Interact with the Application Development, Information Security, and Network Services teams to resolve issues with network-based services.
• Interact with Physical Security team to resolve issues regarding Building Management Systems (BMS), Facilities systems, and Access Control systems.
• Setup and maintain user accounts in Active Directory and Entra .
• Support the use of Windows Group Policies and Active Directory Organization Units (OUs), as well as Intune Configuration Profiles.
• Maintain and enforce security policies and directory standards.
• Maintain the inventory of hardware and software.
• Manage and maintain standard computer images and installations.
• Support the use of audio-visual equipment in conference rooms.

• Manage printer maintenance and toner service.

• Conduct one‑on‑one instruction.
• Maintain documentation in accordance with policies and control requirements.
• Conduct research on new technologies or products.
• Recommend purchases based on an assessment of user requirements.

• Special projects and other duties as assigned.

• A high school diploma or equivalent educational certification required.
  
  A BA/BS preferred.
• A minimum of 1 year service desk support experience in a Microsoft environment.
• Excellent working knowledge of Windows 11 and the suite of Microsoft Office products.
• Possess working knowledge of remote control support applications, such as Microsoft System Center and Configuration Manager (SCCM), Microsoft Teams screen-share and Remote Desktop Protocol (RDP).
• Understand basic networking concepts and the operation of switches, routers and hubs.
• Proven ability to provide telephone‑based and in‑person support for troubleshooting and resolving technical issues.
• Excellent verbal and written communications skills.
• Proven ability to interact with all levels of employees.
• Ability to demonstrate multi‑task management skills.
• Demonstrated commitment to and proficiency in customer service culture.
• Exhibits and champions excellence in work habits and a willingness to embrace change.
• Demonstrated ability to work proactively, independently, and as part of a team is essential.
• Be detail‑oriented and methodical in solving problems and managing multiple projects.
• Possess an aptitude toward learning technical concepts.
• Be results‑oriented and a quick learner in supporting new products and technologies.
• Be able to travel and to work flexible schedules outside normal business hours when required.

• Involves work of a general office nature usually performed sitting such as answering the phone and operation of a computer.
• Involves work of a general office nature usually performed standing such as operation of a photocopier and a fax machine.
• Involves work of a general nature related to computer repair.
• Involves movement between departments and sometimes office building floors to facilitate work.
• Involves lifting of computers & monitors…