Service Desk Analyst

Job Description

Overview

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 computer 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.

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

Install new laptops, desktops, printers, personal device assistants and other peripherals.

Support the use of operating systems and software applications including, but not limited to, Windows 11, Microsoft 365, Adobe Creative Cloud suite and other applications.

Maintain and enforce software policies and standards.

Interact with the Application Development, Information Security, and Network Services teams to resolve issues with network-based services.

Interact with Physical Security team to resolve issues regarding Building Management Systems (BMS), Facilities systems, and Access Control systems.

Setup and maintain user accounts in Active Directory and Entra ID.

Support the use of Windows Group Policies and Active Directory Organization Units (OUs), as well as Intune Configuration Profiles.

Maintain and enforce security policies and directory standards.

Maintain the inventory of hardware and software.

Manage and maintain standard computer images and installations.

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

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 regularly interacts in both verbal and written form with employees, vendors and contractors of BXP in supporting an inventory of over 700 desktops and laptops.This position may interface with external vendors.

Responsibilities

Manage printer maintenance and toner service.
Conduct one-on-one instruction.
Maintain documentation in accordance with policies and control requirements.
Conduct research on new technologies or products.
Recommend purchases based on an assessment of user requirements.

Qualifications

Possess working knowledge of remote control support applications, such as Microsoft System Center and Configuration Manager (SCCM), Microsoft Teams screen-share and Remote Desktop Protocol (RDP).

A high school diploma or equivalent educational certification required.A BA/BS preferred.
A minimum of 1 year service desk support experience in a Microsoft environment.
Excellent working knowledge of Windows 11 and the suite of Microsoft Office products.
Understand basic networking concepts and the operation of switches, routers and hubs.
Proven ability to provide telephone-based and in-person support for troubleshooting and resolving technical issues.
Excellent verbal and written communications skills.
Proven ability to interact with all levels of employees.
Ability to demonstrate multi-task management skills.
Demonstrated commitment to and proficiency in customer service culture.
Exhibits and champions excellence in work habits and a willingness to embrace change.
Demonstrated ability to work proactively, independently, and as part of a team is essential.

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