IT End User Support Analyst

Job Description

Job Description

Position Summary

The End User Support Analyst's primary objective is the management and support of the company's desktop software and hardware assets (pc, laptop, tablets and other IP based mobile devices). In addition to the overall management of the systems OS, this role will also perform patches and upgrades to desktop software (client based only), general support of basic Microsoft Office 365 functions and features, administer desktop licensing and security. This role is highly collaborative with the other functions of IT and is part of the IT Infrastructure and Operations Team.

Key Responsibilities

• Managing and executing solutions for inbound tickets and requests through IT ServiceDesk
• Diagnosing and resolving desktop problems regarding OS and desktop application configurations including required patches and software incompatibilities.
• Installing and configuring component hardware on pc's, laptops, tablets and other IP based mobile devices.
• Providing media and telecom support for conferencing and display monitors.
• Defining and ensure conformance to established desktop policies, procedures, and standards.
• Managing the organization and documentation of computer related assets within MACtac including non-deployed hardware.
• Researching and recommend next generation desktop solutions, standards and policies to determine those which best meet company needs
• Managing and documents backup/restore procedures of desktop files.
• Collaborating with LAN, Applications Development, and Business Services Management IT Departments on cross functional issues and requests.

Scope

• Decision Impact: Organization

• Department Responsibility: Information Technology

• Budgetary (P&L) Responsibility: No

• Direct Reports: No

• Physical Requirements: Individual will be required to work in both plant and office environments. Eye and foot protection is mandatory when working in plant environment. Requires physical movement such as bending and lifting up to 40lbs.

• Management Responsibilities Level: Individual Contributor

• Reports to: Director of Infrastructure & Operations

• Location: Scranton, PA

• Travel: 10%

Selection Criteria

• Requires minimum B.S. in Computer Science, MIS or related field
• 1-3 years of hands-on experience in desktop support for medium to large company.
• Additional Microsoft certifications preferred (MTA, MCSA)

• Working knowledge of Windows operating systems.
• Organizational skills and ability to manage multiple tasks with limited oversight.
• Ability to work weekend and nights as required.
• Ability to analyze relationships among several parts of problem or situation and thoroughly break down complex problems into manageable parts.
• Ability to accomplish monthly objectives and address current opportunities.
• Ability to effectively communicate, both in writing and verbally, with people of various educational and technical ba