Job Description:
Position - Sr. Deskside Support Analyst
Location - Brownsburg, Indiana
Type of role - In office 5 days a week
News Corp is looking for a Sr. Deskside Support Analyst to provide internal facing technical support for our employees and contractors. Global Technology is a shared technology services model across several News Corp business units including; Dow Jones, HarperCollins, The New York Post, and Realtor.com. Candidates should have a passion for technology and a desire to help people. The individual in this role has a wide scope of responsibilities including PC, Mac, networking, SCCM, Active Directory, Office 365, Google suite and more. They will provide assistance with issues, questions, and requests submitted by our customers via remote access, through email, ticketing system, and/or hands on intervention as needed. Sr. Deskside Support Analyst are responsible for coordinating appropriate interactions to address every request to resolution.
Position mandates continuous learning as new technologies emerge or as the company implements them. Qualified applicants will have in-depth knowledge of Windows and Mac desktop environments, exhibit resourceful thinking, maintain a willingness to find answers, all while exhibiting excellent interpersonal interactions with customer base. This is a vital IT team member who increases customer satisfaction. Ability to successfully communicate technical information, both written and verbal, to a wide range of users is required.
Responsibilities:
● Work directly with customers in person, via phone, via ticketing system, and email
● Image, deploy, and maintain all HW including desktops, laptops, monitors, docking stations and desktop printers
● Installation, configuration and troubleshooting of:
o MAC and Windows OS devices
o RF devices
o Various applications
o Printers and label printers
o Basic network connections
● Conference room video and audio support
o Support/set up and troubleshooting of audio visual equipment
o Support employee meeting setup
● Desktop support will provide training on applications and share responsibility for training new employees
● Support all models of cellular/tablet devices, including Android, IOS and mobile operating systems
● Support remote users as needed
● Maintain accurate asset inventory - CMDB
● This position is on-site 5 days per week
Major Accountabilities:
Troubleshooting
● Resolves 1st and 2nd level support issues concerning hardware, software, networking, active directory, applications, and meeting coordination
● Responds to all queries, triaging each in a prioritized and timely manner
● Records issues in the tracking software and escalates complex issues to appropriate 3rd level support
● Owns incident and request tickets, performs follow-up, and ensures proper closure is reached and communicated
Hardware
● Provides hardware support for PCs, Macs, printers, network, VoIP phones, wireless and handheld devices
● Perform basic RF device troubleshooting, including wiping and reinstalling device software, and coordinate with vendors to facilitate replacement of physically damaged devices.
● Perform basic troubleshooting of label printers, including network connectivity, paper jams, and software issues, while coordinating with vendors as needed for support and resolution
● Able to deploy OS images for PC and Mac
● Coordinates with vendors and service providers for in-warranty hardware replacement and service
● Follows standard guidelines to install and configure new equipment and peripherals, moving, and updating equipment for regular replacement and to accommodate staff moves and changes
Software
● Provides support for software with emphasis on Microsoft Windows and Office products, Apple OS X, Adobe creative suites, terminal services session, and other in-house applications
● Responsible for updating and maintaining…