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Desktop Support Specialist

2 months ago

Santa Monica, California, United States Hearst Full time
Job Title: Desktop Support Analyst

Join the Hearst Enterprise Technology department as a Desktop Support Analyst, providing IT services and support for all Hearst Divisions globally. This role is responsible for delivering Level-2 technical support for end users regarding issues with hardware and software for PC and MAC desktop and laptop computers, network connectivity, printers, corporate email, handheld devices, scanners, and software applications.

Key Responsibilities:
  • Provide day-to-day support for end users in regard to their PC and MAC hardware and software needs and applications.
  • Assist the end user in a timely resolution of any issues they may have regarding software and/or hardware problems.
  • Interact with Helpdesk staff, as well as provide backup Helpdesk support, including taking calls, working Helpdesk tickets, and chat.
  • Work with other IT groups to resolve issues out of scope.
  • Document and record procedures for new hardware and software.
  • Configure, deploy, and support mobile devices for all users.
  • Lead and supervise IT projects as directed by the Regional Manager.
  • Work with Configuration Management systems servers, such as SCCM & JAMF.
  • Maintain Universal Computer image and Software Packages.
  • Monitor and report on Software/Hardware compliance.
  • Administer software updates and patch management for the desktop environment.
  • Provide leadership to technical analysts by instructing and teaching creating, updating, and teaching new processes.
  • Document and update desktop support processes.
  • In-depth knowledge of Azure AD & On-Prem AD administration.
  • Familiar with anti-virus/Malware protection.
  • Understanding of login scripts.
Requirements:
  • 5+ years of IT experience.
  • Proven experience in progressive IT roles within a large, complex organization with diverse lines of business and systems.
  • Bachelor's degree in a technical discipline or equivalent working experience.
  • Experience in delivering support to a diverse company.
  • Proven ability to communicate effectively throughout all levels of associates and with those from diverse cultural backgrounds.
  • Excellent analytical and problem-solving skills.
  • Excellent communication, presentation, influencing, and relationship-building skills.
  • Ability to connect and guide teams through rapid change and maintain focus on the delivery of strategic initiatives.
  • Demonstrated success guiding large-scale initiatives across an enterprise.
  • Willingness to travel depending on current needs.
  • Have a 'can-do' attitude regarding all aspects of support while working for the IT Department of the company.
  • Great research and troubleshooting skills to obtain quick effective solutions for complex network, software, or hardware issues that are not familiar to our Desktop support group.