Senior Technology Delivery Analyst

POSITION SUMMARY:

Provide day-to-day administrative functions and problem resolution related to computer hardware and peripherals, operating systems, and applications that the corporate enterprise service desk cannot resolve. The Senior Desktop Support Analyst will be the escalation point for complex issues while assisting with resolving technical problems in a mission-critical environment.

ESSENTIAL FUNCTIONS:

• Participate in and contribute to new projects, compliance upkeep projects, upgrades in existing infrastructure, and being a part of the emergency response group.
• Respond to after-hours/emergency support requests as needed.
• Troubleshoot problems by applying established techniques, procedures and standards determined by the engineering team.
• Collaborate with other teams to respond to computer-related incidents promptly and determine appropriate corrective actions and escalation.
• Creates and responds to computer issues tickets to determine appropriate corrective actions.
• Regularly update the ticket tracking system with status and a problem resolution
• Provides or assists with AD administration (adding, modifying and deleting accounts)
• Install computer operating systems, applications, computer peripherals, deploy approved security patches and adhere to Corporate standards.
• Maintain and update the equipment list of Tier-1 users equipment (home/office/mobile)
• Create and update user guides and systems documentation.
• Update and keep the asset management system current.
• End user training on new/updated software and procedures.
• Assist with audit controls and ensuring proper documentation and timely completion.
• Performs related duties as assigned or requested especially related to advanced project work.
• Assist with writing of SOPs related to our team s procedures.
• Available to work in the office each day onsite.
• Willing to be a part of the team s on-call rotation (every 5-6 weeks).

EDUCATION, SKILLS AND EXPERIENCE REQUIREMENTS:

• An associate s degree along or 5+ years of end-user computer support work experience is required.
• Experience working in a scalable organization and a strong understanding of policies, procedures, regulatory ISSO, SOX compliance, and audits are strongly required.
• Advanced Knowledge and experience in supporting Windows and Mac Operating systems.
• Experience with Ivanti, JAMF, Intune, or similar computer management software is required
• Expert in troubleshooting and supporting LAN/WAN/WiFi
• Knowledge and experience supporting MS office Suite and M365 Apps
  • Powerpoint Advanced
  • Word Advanced
  • Excel - Advanced
  • Teams - Advanced
  • OneDrive - Advanced
  • SharePoint Online Desirable
  • Intune Desirable
  • JAMF - Desirable

Relevant Soft skills

• Customer Service skills Advanced
• Communication listening and speaking - Advanced
• Attention to details Advanced
• Ability to work in a team environment advanced
• Analytical skills Advanced
• Forward thinking and adaptable