Senior Desktop Support Analyst

Overview

The Technical Support team is dedicated to the administration, support, installation, specification, and maintenance of end-user hardware and software systems. The team exercises constant discretion and independent judgment to support, analyze, and evaluate these systems. They are responsible for meeting the Service Level Agreements (SLAs) for technical support incidents and service request queues.

 

The Senior Desktop Support Analyst is an experienced member of the team with a keen interest in supporting endpoint devices and applications with a high amount of hands-on experience. They will use their experience and training to mentor the junior members of the Technical Support team. Candidates must have some education or previous experience in general IT support roles and demonstrate a strong desire for customer service and excellence.

Responsibilities

Endpoint Software and Hardware Support

• Troubleshoot and resolve technical issues related to desktops, laptops, printers, mobile devices, audio/video equipment and peripheral equipment at various UWCU locations. Whether in-person or remotely where remote access is available and appropriate.
• Primary assignee for problem tickets created and assigned to the Technical Services team. Focuses on proactively identifying, analyzing, and resolving the root causes of IT incidents to prevent them from recurring, ultimately improving IT service reliability and reducing incidents.
• Review change tickets for accuracy.
• Initiate and participate in troubleshooting tasks such as, but not limited to, computer hardware, applications, printers, and peripheral devices.
• Maintain accurate records for equipment and software applications through timely updates of ITSM and ITAM repositories.
• Support the life cycle management process of replacing and upgrading end user hardware, software applications, and audio video (A/V) components.
• Support the design, installation and maintenance of all audio video (A/V) components installed at UWCU locations. Responsible for routine maintenance, cleanliness and repair of all A/V equipment.

Application and Hardware Administration

• Use the Microsoft administration tools (InTune, Entra, Teams Administration center, Teams Rooms Pro portal and Microsoft Active Directory) to set up and maintain device configuration, compliance policies, define scripts and settings for device imaging.
• Prepare software packages for deployment using the Microsoft Intune management service, other packaging or scripting/automation tools.
• Review and resolve issues that cause non-compliant hardware devices and devices with software installation failures.
• Develop required documentation for all system changes in accordance with the change management policy. Work with IT and business teams, as required.
• Diagnose and resolve technical issues with AV systems, including troubleshooting connectivity.
• Perform routine maintenance and inspections of AV Systems to ensure optimal performance and reliability.
• Setup, maintain and troubleshoot Apple macOS, iOS and iPadOS devices.
• Setup, maintain and troubleshoot Teams Voice devices and configuration.
• Prepare accurate and timely requests for changes made to configuration, hardware and software. All changes should be made with a high degree of successful completion.
• Maintain accurate records for equipment and software applications through timely updates of ITSM and ITAM repositories.
• Contribute to process improvement initiatives by identifying common issues and suggesting solutions.
• Lead technology deployment projects such as hardware refreshes, software updates, and system migrations

 

Customer Service Excellence

• Provide customers with a quick response to their requests. Provide resolution and high levels of satisfaction, keeping in mind the published service level agreement for the request’s priority.
• Assist users with more difficult and time-consuming problems on various types of technology: hardware, network, software, conference room equipment and telecommunications devices.
• Coordinate and communicate with hiring managers on the computer and workstation installation status for new hire or team member transfer.
• Support office and workstation set up and relocation requests by planning and organizing specific tasks to ensure proper equipment is obtained and set up, ensure network connectivity, and communicate progress and completion with impacted end users and project managers.
• Follow the published knowledge base when working on requests. Recommend and add knowledge to the base as needed.
• Provides training and support for IT Help Desk team and IT Asset Management