Desktop Support Analyst

What you would do here

• Acquiring, installing, and upgrading computer hardware, peripherals (printers, headsets, docking stations, monitors, etc.), and software components
• Meeting end user needs by ensuring the uptime, performance, resource availability, and security of the computers and peripherals being managed
• Answering Helpdesk calls and triaging technical support tickets, which would include the following activities:
• Providing day-to-day technical support to team members for a range of hardware and software related issues
• Responding to and troubleshooting problems through discussion with users remotely or in person, while providing effective and timely resolution of team members’ incidents, questions, or complaints
• Assisting in hardware and software evaluation and recommending upgrades or improvements
• Participating in the weekly helpdesk on-call rotation with other members of the I&O team
• Creating and managing user accounts, mailboxes, and security groups in on-premise Active Directory/Entra
• Helping with the administration and support of the virtual and physical servers with the opportunity to participate in the following:
• Ensuring the availability of client/server applications, and developing and supporting the processes/procedures for ongoing management of the server environment
• Assisting in overseeing the physical security, integrity, and safety of the server room and virtual server environment

• Installed and supported Windows operating systems and O365 applications on personal computing devices
• Created and configured virtual servers or other resources in a cloud-based environment, Microsoft Azure preferred
• Managed a helpdesk ticket queue by answering phones and responding to technical incidents and service request tickets
• Continued to further your education by acquiring certificates to learn and stay current on technology, best practices, and other related methodologies

• A strong desire to learn and grow
• Bachelor’s Degree in computer science/computer technology or equivalent work experience
• Worked within a collaborative IT team to support a diverse and knowledgeable user base
• Technical skills using Microsoft-based technologies including Windows workstation and server operating systems
• The ability to troubleshoot and resolve hardware and software issues with personal computers, tablets, phones, and other peripheral devices remotely and in-person
• Additional competencies supporting O365 products and in-house applications
• Experience in or desire to learn Microsoft Azure cloud-based technologies and tools
• Positive interpersonal and communication skills, including the ability to listen, to ask investigative questions, and to ensure accurate understanding of the need
• Highly collaborative team player mindset – we succeed or fail together
• Dedication to helping others with technical problems
• Passion – a love of IoT, running, crafting, family, wood‑working, birding, or whatever gets you out of bed in the morning
• Desire for learning and continuous improvement
• Excellent communication skills for constant communication whether in person or remote