Sr. Desktop Support Analyst AZ

Location: Scottsdale, AZ
Date Posted: 23-08-2018
Sr. Desktop Support Analyst 

The Sr. Desktop Support Technician (DST) is responsible for working with various IT Teams to ensure the End-user has the tools necessary to efficiently perform in their jobs, specifically in the Mac/Apple workspace. Additionally, the DST will work closely with production data center administrators and QA teams to help with AWS/Cloud, Virtualization/Storage, and Microsoft/Office 365 systems. This position will manage all aspects of help desk, but the ideal candidate will have the opportunity to expand his skills in the data center and cloud. If you're already at this level or proficient and ready to take the next step in your career this is the opportunity for you. 
Essential Functions 
  • Active Directory - group policy, adding, removing, and updating user account information, resetting passwords, etc. 
  • Work with vendor support contacts to resolve technical problems with desktop computing equipment and software. 
  • Familiar with security – Antivirus, firewalls, implement encryption. 
  • Basic Network administration.  
  • Computer setup and troubleshooting – installing and configuring new hardware and software. 
  • Familiar with system cloning and virtual machines. 
  • Asset tracking and general office management. 
  • Provide investigation, diagnosis, resolution, and recovery of hardware/software problems. 
  • Maintain overall ownership of user’s issue & service ensuring that they receive resolution within a reasonable timeframe. 
  • Provide initial assessment of urgency and business impact on all service calls. 
  • Manage service requests, software installations, new computer setups, upgrades, etc. 
  • Record incident resolutions in the Help Desk tool. 
  • Support the following technologies: Microsoft Office products – Outlook, Word, Excel, Access, Internet Explorer, Windows 7, Windows 10, Server 2016, Mac OS, desktops, laptops, printers, networked copiers, NIC’s, basic LAN/WAN connectivity and others as assigned.  
  • Provide enhancement request feedback to IT regarding technology environment and employee needs through the defined processes. 
  • Provide outstanding customer service. 
  • Perform on-site diagnosis, virus removal, and performance tune-ups. 
  • Installation of hardware/software/networks/storage. 
  • General Troubleshooting  
Required Education and Experience 
  • BS degree or equivalent experience preferred. 
  • Excellent customer care, interpersonal, communication, and organizational skills. 
  • Strong analytical, troubleshooting, problem-solving, and performance tuning skills. 
  • A sense of urgency and ability to prioritize. 
  • Ability to maintain composure and focus while troubleshooting. 
  • 5+ years of experience troubleshooting PC hardware issues on Intel platforms. 
  • 5+ years of experience using and supporting Microsoft Windows XP, 7 & 10. 
  • 5+ years of experience supporting Apple Macintosh, Mac OSX 10 and iOS. 
  • 5+ years of experience support Microsoft Office 2003 and above. 
  • 5+ years of experience in an IT support environment 
  • Apple Certified Support Professional (ACSP)certification (preferred) 
Talent Aquisition Team

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