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Sr. End User Support Analyst
4 months ago
MUST BE LOCAL TO HOUSTON NO 3RD PARTIES
The selected candidate will provide escalation support, troubleshooting and root cause analysis of supported systems and services including:
- Monitoring the team’s queue in ITSM (Service-Now), assigning incidents and tasks within the team to the appropriate resource, troubleshooting and resolving technical issues escalated by the service desk team and, where required, further escalating within the Infrastructure Group.
- Prepare knowledge articles to help instruct service-desk staff on how to best resolve technical issues.
- Provide day-to-day support on infrastructure systems such as Active Directory, DNS, DHCP and print services.
- Install and support operating systems and the business applications that run on them.
- Package applications for deployment to physical and virtual workstations and virtual machines using Configuration Management tools.
- Conduct troubleshooting investigations using troubleshooting tools such as Procmon, Step Recorder, Fiddler, and other standard command line or other tools and Cmdlets.
- Support and troubleshoot Microsoft 365 applications and suites such as Office, Teams, and other Azure integrated applications.
- Provide general escalation support on Citrix delivered applications and services.
- Effectively communicate with end-users and IT peers across the organization.
- Implement system changes as part of the established change control process within the organization.
- Use PowerShell to support and manage endpoints and servers.
Preferred skills & Qualifications
- Strong written and verbal communication skills and the ability to clearly articulate complex technical issues.
- Bachelor’s degree in computer science or equivalent on the job experience and 2-4 years+ of related experience in administering systems running the Windows Operating system (Win10-11 or Server OS)
- Experience in supporting M365 users and groups.
- Experience in using SCCM.
- Experience in using Intune to manage endpoints is a plus
- Citrix experience is a plus
- Microsoft or VMware certifications are preferred.
