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Sr. Desktop Support Analyst
| Company | Goodwin |
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| Location | Santa Monica, CA, USA |
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| Salary | $68600 – $122500 |
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| Type | Full-Time |
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| Degrees | Bachelor’s |
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| Experience Level | Mid Level, Senior |
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Requirements
- Bachelor’s Degree in computer Science or related field or equivalent work experience.
- Two or more years knowledge and experience troubleshooting and working with Microsoft Windows and Office Suite including legal specific applications add-ons, including document management experience and handheld technologies.
- Ability to effectively and professionally communicate and collaborate with all levels of the organization and peers to reach common goal.
- Basic network administrative experience with Microsoft Active Directory. SCCM and FIM knowledge is a plus.
- Experience working with connectivity and application troubleshooting with VMware View, Citrix and VPN environment.
- Experience includes thorough understanding of a desktop operating system managed environment and integration points with Microsoft Office and other legal applications.
- Experience with Cisco IP Telephony is a plus. This includes adds and changes in Cisco Unified Call Manager and Cisco Unity Voicemail.
- Ability to troubleshoot issues with a wide variety of Apple and Android based mobile devices.
Responsibilities
- Provide direct, hands-on and remote support to users who are experiencing desktop operating system, connectivity and applications issues and provide complete follow-through to successful resolution.
- Perform hardware diagnostics and execute or coordinate repairs in a timely fashion to ensure customer satisfaction.
- Provide 2nd level support for all software escalations from User Support.
- Provide 2nd level support for all remote access calls escalated from User Support (VmWare View, Citrix, and VPN).
- Responsible for hardware procurement: including placing orders through online purchasing tools for specified vendors for PCs and hardware peripherals and management inventory of those items.
- Assess software compatibility with current operating system and execute on the installation and maintenance of practice specific applications.
- Assist and mentor the other team members on various technologies.
- Plan, schedule and execute on computer equipment installations, imaging, upgrades and replacement projects.
- Pro-actively assesses employee capacity working with business administrators to ensure appropriate level of hardware inventory to meet business needs.
- Utilize and leverage current mechanisms to obtain feedback from end users. Analyze results of feedback from end users, make recommendations for support process improvement to senior management, and implement approved changes.
- Act as a liaison between the other support groups within IT to ensure proper communication about new user services and/or problems with existing user services is taking place.
- Collaborate with IT Infrastructure team perform occasional hands-on IT infrastructure hardware installation and maintenance.
- Effectively translate user requests, business needs and technical specifications into formal written documentation.
- Engage end users in a consultative capacity providing solutions and desired outcomes.
- Maintain vendor relationship for contact/troubleshooting purposes serving as a liaison with third-party support and PC equipment vendors.
- Responsible for physical asset inventory and asset management within the office.
- Ability to participate in firm wide, off-hours on-call rotation.
- Act as primary point of contact for troubleshooting server room related issues as well as assisting with installation or removal of server room hardware.
Preferred Qualifications
- SCCM and FIM knowledge is a plus.
- Experience with Cisco IP Telephony is a plus. This includes adds and changes in Cisco Unified Call Manager and Cisco Unity Voicemail.
