The Desktop Support Analyst is responsible for resolving all tier-2 support incidents and requests, including those impacting or involving end-users. The Analyst's primary responsibility is to follow best practices to find secure, agile, flexible, and reliable solutions that support the company’s growing environments. Additionally, the Analyst must be able to manage the complex software requirements often necessary to support the varied roles of the end-user. The Desktop Support Analyst will be customer service driven and work closely with our clients to provide quick and effective resolution to system inefficiencies.  As part of the DC Desktop Team, this individual will support the enterprise desktop environment, and assist the Network, Server, and Telecom teams located in San Francisco in resolving any related issues at the local distribution center.

**We have multiple opportunities at various distribution centers in Maryland, Mississippi, Utah, Las Vegas...

Primary responsibilities: 

• Participate on a cross-functional team providing support to Windows and Mac equipment.
• Diagnose and resolve unique, nonrecurring problems associated with application software and operating systems; determine the source of problems and classify their level, priority and nature.
• Configure, deploy, maintain, troubleshoot and support computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment.
• Ensure computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems.
• Document procedures, standards, best practices configurations, settings, installation sequences and back-out instructions.
• Be able to routinely lift 35 lbs. (16 kg)
• Position requires 60% walking as the team supports users in multiple buildings on multiple floors.

REQUIREMENTS:

• Minimum of five years related experience required in technical support and customer service.
• Strong communication skills and exceptional customer service orientation.
• The candidate must exhibit task and time management skills, oral and written communication skills, technical expertise, and a dedication to resolve problems effectively and efficiently while minimizing disruptions.
• Solid knowledge of all current Windows 7, Windows 10, Mac OS, and hardware.
• Experience with enterprise wide OS/application refresh projects.
• Experienced in supporting standard enterprise applications, such as Anti-virus/malware client, Microsoft Office/Outlook, VPN, etc.
• Experience with virtualization technologies, virtual desktop, and thin clients.
• Experience with enterprise drive encryption technologies such as Bitlocker/MBAM.
• Experienced in supporting tablet and mobile devices in an enterprise setting.
• Ability to effectively present information and respond to questions from groups of managers, clients and customers.
• Ability to work independently and collaboratively with diverse groups in a team environment using logic based troubleshooting skills.
• Exceptional interpersonal skills, with a focus on listening and questioning skills.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• Able to demonstrate progressive experience in the field of technical support.
• Experience supporting Microsoft standard desktop applications including Word, Excel, PowerPoint, Exchange, Visio, and Outlook.
• Experience supporting Active Directory and SCCM.
• Telecom experience desired
• Ability to be flexible and adapt / react to dynamic industry and rapid changes in information technology.
• Self-motivated, proactive, independent and responsive; requires little supervisory attention.
• Ability to maintain customer focus during difficult circumstances.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to lift and deploy IT equipment amongst multiple floors/buildings.
• Research, resolve, and respond to end-user issues/problems/questions received mainly through “Service Now”, our call tracking software and provide support on desktop systems, in accordance with current standards and SLA's.
• Provide remote and hands on support to all corporate desktops, laptops, iPhones, scan guns, peripherals, printers, including additional hardware/software requests
• Create and/or maintain clear documentation pertaining to the desktop environment.
• Must be comfortable working with all levels of the organization as well as all technologies used in our DC environment and understanding levels of associates
• Strong understanding of the Windows family of operating systems, including file systems, the registry, security, integration and Exchange.

Highly desired

Industry standard certifications A+, Network+ Security+, AA or BS in Information Technology CCNA or other IT technical certification.

• Laser printer basic repair and troubleshooting.
• Zebra printer basic repair and troubleshooting
• Power Shell and environmental scripting
• Experience of warehouse operations, including the flow of materials from inbound receipt to outbound shipping also a plus.