Sr. Analyst, Desktop Systems

What Youll Bring:

• Degree in Computer Science Information Technology and/or related field experience preferred.
• CompTIA A Certification or equivalent related experience.
• Apple ACMT Certification or equivalent related experience.
• Strong knowledge of Microsoft Office Windows 11 desktop operating systems Windows 2022 server platforms network diagnostic tools Active Directory DHCP and VPN troubleshooting.
• Highly developed analytical skills and the ability to solve complex technical problems using a methodical systemic approach.
• Experience troubleshooting workstations imaging devices and telecom.
• Ability to manage multiple competing priorities.
• Exceptional communication organization/planning interpersonal and customer service support and response skills.
• Experience with video conferencing such as Polycom and MS Teams.
• Troubleshooting Apple mobile devices.

Impact Youll Make:

The Sr. Analyst Desktop Systems is responsible for assisting the site and End-User Computing (EUC) Manager in maintaining the day-to-day IT operations of the Burlington location (400 users). The associate is expected to provide support for all Microsoft and Apple desktops/laptops/VDIs setting up new equipment installing software device maintenance troubleshooting hardware and software issues and communicating the proper process and procedures to the line of business. The Sr. Analyst will participate in desktop-related projects for corporate and remote offices. The individual must exhibit task and time management skills oral and written communication skills technical expertise and dedication to resolve problems effectively and efficiently minimizing disruptions.

Key Responsibilities:

• Provide technical support for end-user-related tickets assigned from the ASC / Service Desk or where end users are facing issues within an office using Remedy to manage ticketing queues through standard process provision devices (laptops & mobile devices) for new starters break fix or refresh.
• End user software and installation and any associated issues with automated installs where a local technician is required to remote or inspect a device.
• End-user-engaged hardware upgrades & maintenance (including peripherals)
• As directed by global process or standard update cycles ensure laptops are patched and maintained to the latest information security patch levels.
• Work with EUC colleagues to manage tickets in a priority order and escalate for assistance as necessary.
• Work with global GATS colleagues to troubleshoot and resolve more complex issues.
• Ensure new starter hardware is provisioned for day 1 and ensure new laptop builds and mobiles are built to standard build processes.
• Maintain accurate records of hardware assets in the digital repository (Asset Panda) & follow global asset mgt process as directed by management.
• Support and take direction from the Team Lead around stock inventory checks (reporting output to global EUC as part of global asset process launching February).
• As necessary provide global ticketing support and / or VIP support Exec / VIP support.
• Support the Audio-Visual technology with level 1 & 2 type troubleshooting for Poly issues.
• Support onsite events as needed
• Maintain cleanliness and order in the technology storerooms.

Accommodation is available including for applicants with disabilities in accordance with applicable laws.

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