Service Desk Analyst

Primary Purpose of Position:

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 desktop 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 across the SF, LA, and Seattle regions.
• Diagnose hardware problems. Perform and/or coordinate the repair of hardware.
• Install new laptops, desktops, printers, mobile devices, and other peripherals. Maintain and enforce hardware policies and standards.
• Support the use of operating systems and software applications including, but not limited to, Windows 11, Microsoft 365, Azure Virtual Desktop, and Adobe applications. Maintain and enforce software policies and standards.
• Interact with the Application, Application Development & Data Services, and Infrastructure teams based in the Corporate office to resolve issues as necessary.
• Maintain user accounts in Active Directory both on prem and on Azure. Support the use of Windows Group Policies and Active Directory Organization Units (OUs). Maintain and enforce security policies and directory standards.
• Perform patching and maintenance as needed using SCCM and/or Microsoft Intune to remediate system vulnerabilities, reduce risk, and to ensure standards.
• Maintain the inventory of hardware and software.
• Manage and maintain standard desktop images and installations.
• Support the use of audio-visual equipment in conference rooms.
• Provide “white glove” level of service at all times.
• Provide secondary support to the regional properties, as directed by the Director, Regional IT Services.

• 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 is required. A BA/BS preferred.
• A minimum of 3 year's service desk support experience in a Microsoft environment.
• Excellent working knowledge Windows 10/11 and the suite of Microsoft Office products.
• Possess working knowledge of remote-control support applications, such as Microsoft Teams and Remote Desktop Protocol (RDP). Understand basic concepts of the operation of switches, routers and firewalls.
• Proven ability to provide messaging-based and in-person support for troubleshooting and resolving technical issues.
• Excellent verbal and written communications skills across all levels of the organization.
• Ability to demonstrate multi-task management skills.
• 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  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 up to 50 pounds.

• This position regularly interacts in both verbal and written form with employees, vendors and contractors.
• This position may interface with external vendors on occasion.

• This position reports directly to the Director, Regional IT Services who provides supervision and guidance, mentoring and coaching, and is…