The Sr. IT End User Support Analyst will primarily be responsible for on-going support of end users on a variety of IT hardware and software issues, and must have superior analytical and problem solving abilities to identify, research, and resolves technical problems. This position needs to comply with all relevant helpdesk policies and procedures, monitoring work queues, picking up service and issue tickets, tracking and resolving issues in a timely manner to ensure service levels are met and end users onsite and at remote locations experience a consistent and professional IT Support experience. This position will be working hands on with Microsoft Windows 7, 8, 10, Office 365, SCCM, Powershell, Active Directory, LogMeIn, JIRA, Sysaid, Citrix XenDesktop 7.x, and VMWare Airwatch for mobile device management. We are seeking a highly motivated professional who is eager to grow, learn, and gain new skills. Ideal candidates will be self-starters, team-oriented, customer-focused, positive, and committed to excellence.
Associate’s degree. Computer Science or related disciplines are preferred.
CompTIA A+, Net+, and/or Microsoft Certified Solutions Associate (MSCA) Windows 10 certification desired.
5+ years of helpdesk/Desk Side Support experience in a medium to large Enterprise with documented policies and procedures
3+ years of Tier 2 support to on-site and remote end users for Desktops, Laptops, and related desktop devices like docking stations, monitors, etc.
2+ years of experience and working knowledge of Active Directory, MS Exchange, O365, Windows 7, 8, 10, and related Microsoft tools, enterprise class printers, conference room AV and telephony equipment, etc.
2+ years of Citrix administration and supportexperience using Citrix Studio, Director, and PVS. Must have solid hands-on experiencing creating and managing machine catalogs, delivery groups, and provisioning and supporting virtual desktops.
1+ years of operational experience in Mobile Device Mgmt using VMWare Airwatch or similar MDM solutions.
Good understanding and working knowledge of IT networks (LAN, WAN), routers, switches, etc.
Ability to quickly grasp new concepts and acquire new skills
Ability to adhere to documented standards and procedures
Ability to contact hardware and software vendors and work with their engineers to escalate investigation and resolution of problems
Ability to work independently and with team members located across several locations globally in an efficient and collaborative manner
High degree of energy, accountability, initiative and innovation
Excellent written and verbal communication skills
ESSENTIAL DUTIES/RESPONSIBILITIES: To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required.
Primarily include (but not limited to):
Desk side Support-
Provide Tier 2 IT support to onsite and remote end users on a variety of IT hardware and software issues
Monitor incident and service request queue(s) and pick up tickets for troubleshooting and resolution in a timely manner meeting SLA/SLO as may be applicable
Monitor/Review reports and dashboards on IT systems health and related tasks as assigned
Comply with all relevant helpdesk and IT policies and procedures
Complete assigned tasks and projects in a timely manner without need for direct supervision
Assist in installation and builds of PC hardware and software as called upon from time to time
Respond to off hours support in case of emergencies
Manage/maintain IT PC (desktop/laptop) inventory onsite, if necessary
Participate in meetings, compliance and job related training (including SOP reading, certification, etc) as required
Participate in root cause analysis and related documentation and communication.
Citrix administration and support using Citrix Studio, Director, and PVS. Creating and managing machine catalogs, delivery groups, and provisioning and supporting virtual desktops.
Manage capacity within Citrix environment.
Carrying out maintenance activities for Citrix environment as necessary.
Implementation of Security standards as agreed upon with IT Security function.
Mobile Device Management-
Systems Administration of the MDM AirWatch cloud. Creating container groups, creating payloads, creating policies and restrictions, uploading apps
Manage accounts by provisioning with assigning proper roles, disabling and terminating.
Support devices by deploying and updating payloads, adding and removing apps, remotting in and troubleshooting, locking and unlocking, wiping and re-enrolling.
Work with a team of engineers to plan, design, develop, build and deploy new MDM solutions.
May need to provide after hours on-callsupport in the evenings and weekends in case of emergencies.
May require domestic and international travel, approximately 10% of the time, including overnight and weekend stays as necessary, consistent with project needs and office location.
Other duties as assigned by supervisor. These may, on occasion, be unrelated to the position described here.
Attendance and punctuality are essential functions of the position.