Deskside Support Analyst

Overview

News Corp Global Technology is looking for a Deskside Support Analyst to provide internal facing technical support for our employees and contractors. The ideal candidate should have a passion for technology, and a desire to help people in a fast-paced environment and find solutions. The individual in this role has a wide scope of responsibilities including PC, Mac, networking, SCCM, Active Directory, Office 365, and more.

They will provide assistance with technical issues, questions, and requests submitted by our customers via remote access, through telephone, e-mail, ticketing system, and/or hands on intervention as needed. Deskside Support Analysts are responsible for coordinating appropriate interactions to address every request to resolution.

• Work directly with end-users in person and remotely to resolve complex IT problems.
• Image, deploy, and maintain IT hardware including desktops, laptops, monitors, docking stations, and printers.
• Installation, configuration, and troubleshooting of: MAC and Windows OS;
  Various software and applications;
  Basic network configurations.
• Resolve 1st and 2nd level support issues concerning hardware, software, networking, Active Directory, applications, and telecommunications.
• Provide support for software with emphasis on Microsoft Windows and Office products, Apple OSX, Adobe Creative Suites, and other in-house applications.
• Conference room video and audio support (Zoom and Google Hangouts).
• Own Service Now incidents and requests, perform follow-ups, and ensure proper closure is reached and communicated.
• Support all models of cellular/tablet devices, including Android, iOS, and mobile operating systems.
• Lift and carry tasks as required (up to 30 lbs.) and the ability to work under desks as needed.

• Two-year or Bachelor's Degree (Preferred) in computer sciences or minimum 2 years of previous working experience in a corporate IT environment.
• PC and Mac hardware skills, network printers, and computer networks.
• Excellent oral and written communication skills.
• Customer service-oriented, team player, good listener.