Service Desk Analyst

Support the computing needs of all desktop and laptop users, including installation, upgrades, problem resolution and repair.

Install and support the use of peripherals and desktop software including, but not limited to, Microsoft Office, Adobe, and other applications.

Respond to requests for assistance in person or via remote support tools and escalate problems and requests as appropriate across the SF, LA, and Seattle regions.

Diagnose hardware problems. Perform and/or coordinate the repair of hardware.

Install new laptops, desktops, printers, mobile devices, and other peripherals. Maintain and enforce hardware policies and standards.

Support the use of operating systems and software applications including, but not limited to, Windows 11, Microsoft 365, Azure Virtual Desktop, and Adobe applications. Maintain and enforce software policies and standards.

Interact with the Application, Application Development & Data Services, and Infrastructure teams based in the Corporate office to resolve issues as necessary.

Maintain user accounts in Active Directory both on prem and on Azure. Support the use of Windows Group Policies and Active Directory Organization Units (OUs). Maintain and enforce security policies and directory standards.

Perform patching and maintenance as needed using SCCM and/or Microsoft Intune to remediate system vulnerabilities, reduce risk, and to ensure standards.

Maintain the inventory of hardware and software.

Manage and maintain standard desktop images and installations.

Support the use of audio-visual equipment in conference rooms.

Provide “white glove” level of service at all times.

Provide secondary support to the regional properties, as directed by the Director, Regional IT Services.

Special projects and other duties as assigned.

This position regularly interacts in both verbal and written form with employees, vendors and contractors.

This position may interface with external vendors on occasion.

This position reports directly to the Director, Regional IT Services who provides supervision and guidance, mentoring and coaching, and is also responsible for coordinating, evaluating, and monitoring this role’s work performance on a periodic basis.

A high school diploma or equivalent educational certification is required. A BA/BS preferred.

Possess working knowledge of remote-control support applications, such as Microsoft Teams and Remote Desktop Protocol (RDP). Understand basic concepts of the operation of switches, routers and firewalls.