Software Distribution Analyst

Job Summary

We are seeking an experienced Software Distribution Analyst (L2/L3) to support enterprise application packaging, deployment, maintenance, and troubleshooting activities across Windows environments. The ideal candidate will have strong experience with software distribution tools, application lifecycle management, scripting, remote support, and end-user engagement. This role requires collaboration with IT support teams, vendors, and business users to ensure successful deployment and ongoing support of enterprise applications.

Key Responsibilities

Software Deployment & Distribution

• Deploy, manage, and maintain enterprise software packages across Windows devices.
• Utilize software distribution and endpoint management tools to deploy, update, pre-stage, and remove applications.
• Support application lifecycle activities, including installation, upgrades, patching, and retirement of software packages.
• Validate software deployments and ensure successful application installations across managed environments.

Application Support & Troubleshooting

• Provide Level 2/Level 3 support for software deployment and application-related incidents.
• Troubleshoot application installation failures, dependency conflicts, compatibility issues, and deployment errors.
• Analyze logs, deployment reports, and system behavior to identify root causes and implement corrective actions.
• Follow established procedures and utilize scripts to uninstall applications or remediate devices when software installation issues occur.
• Research and resolve application conflicts, dependencies, and environmental issues impacting software delivery.

Scripting & Automation

• Utilize PowerShell, batch scripts, or other automation tools to support software deployment and remediation activities.
• Execute and modify installation and uninstallation scripts as required.
• Assist in automating routine software distribution and support tasks to improve operational efficiency.

Remote Support & Customer Service

• Provide remote support using enterprise remote-control tools to diagnose and resolve application-related issues on Windows devices.
• Deliver customer-focused support through effective communication with end users and stakeholders.
• Work closely with service desk teams to support incident resolution and escalation management.
• Provide timely updates and communication throughout the incident lifecycle.

Documentation & Knowledge Management

• Create, maintain, and enhance Knowledge Base (KB) articles, installation procedures, troubleshooting guides, and support documentation.
• Ensure documentation reflects the latest resolutions, best practices, and deployment processes.
• Contribute to continuous improvement initiatives by identifying opportunities to streamline support processes.

Collaboration & Stakeholder Management

• Partner with local desktop support teams, infrastructure teams, application owners, and third-party vendors to resolve software deployment issues.
• Support testing and validation activities for new applications and software updates.
• Participate in change management, release management, and deployment planning activities.

Required Qualifications

Technical Skills

• Strong understanding of Windows Operating Systems (Windows 10/11 and enterprise environments).
• Experience supporting enterprise applications, including installation, maintenance, upgrades, and troubleshooting.
• Hands-on experience using software deployment and endpoint management tools such as:
• Microsoft SCCM / MECM
• Microsoft Intune
• Workspace ONE
• Ivanti
• Tanium
• Similar enterprise distribution platforms
• Ability to utilize scripts for software installation, configuration, remediation, and uninstallation activities.
• Experience troubleshooting software deployment failures, application dependencies, and compatibility conflicts.
• Knowledge of application packaging concepts and deployment methodologies.
• Experience using remote-control tools for device troubleshooting and issue resolution.

Service & Support Skills

• Strong customer service and communication skills with experience supporting users remotely.
• Familiarity with Service Desk operations, ticketing systems, and ITIL-based support processes.
• Ability to research, analyze, and resolve complex software-related issues independently.
• Strong problem-solving and analytical thinking skills.

Documentation Skills

• Experience creating and maintaining Knowledge Base articles and technical documentation.
• Ability to document troubleshooting steps, resolutions, and standard operating procedures clearly and accurately.

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to HCL policies. In addition, this role is eligible for the following benefits subject to HCL policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off (PTO) per year (some positions are eligible for unlimited PTO); and 10 paid holidays per year.

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to View email address on click.appcast.io for investigation.