Deskside Support Analyst

Job Description :

News Corp is looking for a Deskside Support Analyst to provide internal facing technical support for our
employees and contractors. Global Technology is a shared technology services model across several
News Corp business units including; Dow Jones HarperCollins The New York Post and .
Candidates should have a passion for technology and a desire to help people. The individual in this role
has a wide scope of responsibilities including PC Mac networking SCCM Active Directory Office 365
Google suite and more. They will provide assistance with issues questions and requests submitted by
our customers via remote access through email ticketing system and/or hands on intervention as
needed. Deskside Support Analyst are responsible for coordinating appropriate interactions to address
every request to resolution.

Position mandates continuous learning as new technologies emerge or as the company implements
them. Qualified applicants will have in-depth knowledge of Windows and Mac desktop environments
exhibit resourceful thinking maintain a willingness to find answers all while exhibiting excellent
interpersonal interactions with customer base. This is a vital IT team member who increases customer
satisfaction. Ability to successfully communicate technical information both written and verbal to a wide
range of users is required.


Responsibilities:
Work directly with customers in person via phone via ticketing system and email
Image deploy and maintain all HW including desktops laptops monitors docking stations and
desktop printers
Installation configuration and troubleshooting of:
o MAC and Windows OS
o Various applications
o Basic network connections
Conference room video and audio support
o Support/set up of audio visual equipment
o Support employee meeting setup
Desktop support will provide training on applications and share responsibility for training new
employees
Support all models of cellular/tablet devices including Android IOS and mobile operating
systems
Support remote users as needed
Maintain accurate asset inventory - CMDB
This position is on-site 5 days per week

Major Accountabilities:
Troubleshooting
Resolves 1st and 2nd level support issues concerning hardware software networking active
directory applications and meeting coordination
Responds to all queries triaging each in a prioritized and timely manner
Records issues in the tracking software and escalates complex issues to appropriate 3rd level
support

Owns incident and request tickets performs follow-up and ensures proper closure is reached
and communicated
Hardware
Provides hardware support for PCs Macs printers network VoIP phones wireless and
handheld devices
Able to deploy OS images for PC and Mac
Coordinates with vendors and service providers for in-warranty hardware replacement and
service
Follows standard guidelines to install and configure new equipment and peripherals moving and
updating equipment for regular replacement and to accommodate staff moves and changes
Software
Provides support for software with emphasis on Microsoft Windows and Office products Apple
OS X Adobe creative suites terminal services session and other in-house applications
Responsible for updating and maintaining software products and applications as required
Asset Management
Accurate and timely physical management of assets as well as accurate documentation within
our internal database (CMDB) is an essential element to the position
CMDB accuracy is critical to the business as the primary inventory tool

Other

Participates in the evaluation piloting testing and launch of new hardware software and apps
Participates in various IT initiatives desktop projects and research
Proposes process improvements
Create desktop communications announcements and presentations to the company and sub
groups
Researches using web manuals publications etc. including other IT staff and vendors to
troubleshoot and answer customer questions
Manages maintains and improves technical documentation
Required Skills:
Two-year or Bachelors Degree in computer sciences or minimum 2 years previous working
experience in a corporate IT environment
Working with PC and Mac hardware network printers and computer networks
Must hold competent oral and written communication skills
Must assist with phone email support and in person deskside support
Expert troubleshooting skills of Windows SCCM Antivirus software Adobe creative suites Mac
OS X OSX disk utility Microsoft Office365
Good written oral and interpersonal skills
Customer service oriented team player good listener
Ability to lift 20 lbs. and agility to work under desks at times

Desired Skills:

Ability to multitask in a fast-paced environment
Independently plan organize and prioritize workload
Possess analytical thinking and problem-solving skills
Commitment to customer service
Must be self-motivated energetic and proactive personality

Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race color religion sex age national origin protected veteran status disability status or any other protected characteristic. EEO/Disabled/Vets

Reasonable Accommodation

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Were committed to offering competitive and flexible compensation to attract top talent. This pay range reflects our good faith estimate for the role and may vary based on a candidates experience skills location and other relevant factors.

For bonus-eligible roles targets are determined based on multiple considerations including market benchmarks and individual contributions.

For benefits-eligible roles we offer a comprehensive and competitive benefits package covering health retirement wellbeing and more along with optional benefits to meet the diverse needs of our employees.