Job Title: IT Deskside Support Analyst
Job Location: Rochester, NY
Job Type: Fulltime
Travel: Minimal travel required. Travel includes airplane, automobile travel and overnight hotel.
The Role:
We are seeking an IT Deskside Support Analyst that will provide end-user support and customer service on company-supported computer desktops, laptops, mobile devices, and company supported applications on these platforms. As a member of a global IT Operations client services team, the successful candidate will have the ability to troubleshoot and resolve IT problems, advise on the appropriate action and be responsible for providing direction to the end-user and/ or escalate to level 3 support teams and management when necessary.
This role is located fully on-site in Rochester, NY.
The Work Environment:
No strenuous physical activity, though occasional light lifting of files and related materials is required. 30% of time in meetings, working with team, or talking on the phone, 70% of the time at the desk on computer, doing analytical work. Minimal travel required. Travel includes airplane, automobile travel and overnight hotel.
The Responsibilities:
Support employees via IT ticketing system for requests, incidents, events, and alerts that require action from IT Operations.
Follow standard operating procedures and work instructions to adhere to IT Operations controls including imaging/reimaging computers, resolving computer and software application issues for new and existing employees.
Help maintain equipment inventory, including processing and ordering new equipment and safe asset disposal, and maintain inventory records.
Maintain physical presence at designated service locations.
Provide routine software and hardware troubleshooting support to employees to resolve common IT problems.
Support access to corporate network/wireless and applications on the network and over VPN.
Remain current with emerging industry trends, identify new functionality to meet business needs and foster knowledge sharing.
Apply sound judgment, escalating issues, and decisions to management when necessary.
Performs other duties as assigned by management.
Provide VIP (Executives) white glove support.
Create and update/maintain knowledgebase articles.
Interact with Service Desk and other IT Operations L3 support teams, as necessary.
May be assigned to work as part of an IT Operations project team to provide technical support and/or guidance e.g., Network and/or phone system upgrades.
Perform other work-related duties as assigned.
Required:
Minimum of high school diploma or GED equivalent is required.
2-3 Years hands on experience troubleshooting PC, printers, and mobile devices.
Software application use and installation experience using end point management tools e.g., SCCM.
Ability to think and work independently, coordinate with team members, and escalate as required to perform all tasks.
Experience building, maintaining and fixing Windows 10/11 systems and PC hardware.
Ability to pull data from multiple IT solutions for reporting or highlighting issues.
Must have the ability to resolve technical issues under pressure.
Experience managing inventory.
Excellent written and oral communication skills.
Strong interpersonal and customer service skills.
Basic Networking Skills.
Knowledge of ServiceNow Ticketing system.
Knowledge of at least one the three software systems listed: Intune / Azure / Active Directory.
Experience working with Office 365.
Aware of Pharma or Med Device compliance.
May require travel, up to 10%, travel includes airplane, automobile travel and overnight hotel.
Preferred:
Microsoft OS Certification.
ITIL certification.
Exposure to SAP.
The Key Working Relationships
Internal Partners: All levels of the organization
External Partners: Vendors and customers.
IT Deskside Support Analyst1VPN,active directory,technical support,networking,Operations,SAP,Imaging,ITIL,ServiceNow,wireless,Service Desk,Printers,Inventory,Customer Service,Mobile Devices,Hardware Troubleshooting,Excellent Written,Ordering,Inventory Records,Client Services,Phone SystemN/AFull Time,Full Time W2United States