IT Endpoint Analyst

IT Endpoint Analyst





We re looking for an Endpoint Analyst to join our team working out of our Seattle office, reporting to the Sr. Manager, IT Global Client Services, servicing our Global internal customers with a focus on our North American offices. The Endpoint Analyst is dedicated to meeting the expectations and requirements of internal customers, delivering IT services, acts with customers in mind, establishes and maintains effective relationships with customers and gains their trust and respect. Professional Fundamentals Has a can do attitude and enjoys participating with a global team Works with a high degree of integrity and accountability Has a passion for customer service Responsibilities Support local communities via helpdesk ticketing system and understands when to escalate priority issues Work with Global IT staff members to analyze and resolve problems associated with technical issues Respond to incoming IT Service Requests via phone, e-mail, self-service, or walk up requests Provide operations support including, account management, workflow, log analysis, troubleshooting and service optimization Assist in development, documentation, and implementation of standard operating procedures and customer service guidelines Clearly document all actions performed to resolve the service request in the IT Service Management System Perform installation, maintenance and upgrade of Windows and Mac based OS and client side applications Actively participate as a Global IT member and participate on Global initiatives when needed Qualifications and Experience The Endpoint Analyst must demonstrate a proven ability to provide excellent customer service, manage and prioritize service requests with minimal supervision, excellent organizational skills, a teamwork approach and the ability to act independently to solve problems. Strong troubleshooting and problem solving skills, resiliency in the face of continual change, and ability to handle high demands Minimum of 3 years of experience in the Information Technology field Administration experience with Windows and Mac client systems General understanding of Windows Server OS, Active Directory, and Office 365 Must be able to work a flexible schedule, including overtime and after hours work when needed Must have the ability to exercise independent judgement in planning, organizing, and performing systems analyst tasks. Some independent judgement required in setting priorities of tasks among multiple assigned projects Highly organized and must have excellent oral and written communcaiton skills Experience with Microsoft SCCM and JAMF a plus MCP and or ITIL certifications are a plus