Analyst I - Desktop Support in Clearwater, FL at PODS

Date Posted: 7/9/2021

Job Snapshot

Job Description

JOB SUMMARY

Provides on-site and remote expert-level technical client support and services for employees following established procedures and policies. Highly involved in the development of technical procedures. Provides operational support of workstations, laptops, mobile devices, peripherals and associated applications that allow the company to conduct business and manage information. Serves as a mentor and team lead to all levels of team members that are developing IT skills with the technical aspects of Tech Data's internal support model. Understands IT architecture and provides troubleshooting and root cause analysis for outages. Provides a high level of personal customer service within established criteria and lead components of an IT project.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Provide exemplary service in delivering effective technical support in Desktop/Laptop hardware and software issues for Windows OS, Apple OSX, Mobile products, upgrades including diagnosis and troubleshooting.
  • Stay abreast with Desktop/Laptop technology developments and leveraging as necessary to improve enterprise-wide technical perspectives, standards and solutions for our customers.
  • Provide enterprise-level support through the design, engineering, configuration, administration, maintenance and support of Microsoft System Center Configuration Manager (SCCM). As an IT Professional supporting a vast array of customers, this technology is critical to your success in the way of automation and performing many tasks without requiring manual interactions for repetitive tasks.
  • Design and implement software packaging and patching strategies for Windows and Apple Desktops/Laptops.
  • Develop and maintain automated test scripts for a variety of desktop technology standards covering Windows and Apple Operating Systems as part of delivering high-quality solutions.
  • Understand the big picture, best practices and have the ability to apply a disciplined approach to execution. You must operate and thrive in a fast-paced environment, have a strong work ethic and have love and/or passion for technology.
  • Have a positive, “can do” attitude, have great communication skills, business acumen and be ready to jump in and make things happen.
  • Develop partnerships and collaborate with key Distributed Systems, Architecture and Security teams.
  • Develop future state strategies, roadmaps, and initiatives that align with the corporate goals and vision. Tech Data looks to you to provide the best End User technologies for their specialized workloads.
  • Provides technical assistance to other IT team members, teaming to ensure that technical assignments are completed in an effective and efficient manner.
  • Responds to system trouble calls for all internal workstations and peripheral devices as well as Operating System and application issues.
  • Process daily tickets to meet or exceed SLA’s.
  • Responsible for meeting the key performance metrics within areas of responsibility.
  • Responsible for logging information in ticketing system in accordance with IT standards.
  • Assists in the identification, evaluation, tailoring and implementation of end user technology.
  • Take a proactive approach to providing immediate and long-term solutions to issues and anomalies.
  • Perform system upgrades, testing and deployment of functional and security patches.
  • Take the term “customer service” to heart. CX1!.
  • Participate in 24/7 support and on-call rotation.
  • Performs additional duties as assigned.
  • Meets attendance and punctuality standards.

MANAGEMENT & SUPERVISORY RESPONSIBILTIES

  • Typically reports to Management.   Direct supervisor job title(s) typically include: Desktop Support Supervisor

Job is NOT directly responsible for managing other employees (e.g., hiring/termination and/or pay decisions, performance management)

Job Requirements

JOB QUALIFICATIONS: Education & Experience Requirements  

  • Bachelor's Degree in Computer Science, Information Systems or a related technical discipline.
  • 0 - 2 years of industry experience in providing End User Desktop support in companies of over 2,000 employees.
  • Experience with SCCM, Intune admin or Autopilot required
  • One or more of the following certifications is strongly preferred: A+, MCP, MCSE.
  • Ability to define, manage, and resolve desktop system problems and related network issues.
  • Proficient in Microsoft Windows and Mac OSX Operating Systems.
  • Proficient in Microsoft Office and Office 365 for Windows and MAC.
  • Experience administrating, maintaining and supporting Microsoft System Center Configuration Manager (SCCM).
  • Experience administrating, maintaining and supporting Virtual Desktops in VMWare and Citrix environments.
  • Familiarity and understanding of Active Directory, Windows GPO, WINS, DNS, DHCP, and TCP/IP and commands.
  • Experience supporting mobile devices such as tablets and smart phones in an Enterprise environment. (Android/IOS/Windows)
  • Strong interpersonal and Excellent Customer Service Skills (internal customer facing role).
  • Ability to communicate a technical message to a non-technical audience, focusing on managing customer expectations.

Proven ability to work effectively in a team setting as well as independently with minimal error and guidance.

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