Senior Desktop Analyst

4 weeks ago

Woods Hole, Massachusetts, United States Woods Hole Oceanographic Institution Full time
Job Summary:
Woods Hole Oceanographic Institution is seeking a highly skilled Senior Desktop Analyst to join the Information Services Department. This is a regular, full-time, non-exempt position, and is eligible for full benefits.

The Senior Desktop Analyst will be a senior member of the End User Technology Systems team within the Information Services department. This position uses advanced information technology knowledge and skills to provide technical support for all applications and services specified in the IS Services Catalog, including hardware and software, equipment lending, purchasing, mobile devices, peripherals, backup and archiving, network and wireless connectivity, email, virus/malware removal, and remote access.

This role identifies and participates in projects that support science, research, or business activities through the demonstration of in-depth knowledge and one or more specialized skills. The successful candidate will ensure that users experience minimal disruption by quickly and accurately resolving technology problems while working independently. Additionally, this role provides assistance and training to end users, as well as training within the department, and builds positive customer relationships and investigates and provides solutions to issues.

Key Responsibilities:
1. Create alternative methods of completing tasks, correcting user errors and system inconsistencies to improve the desktop team function.
2. Ensure that all requests for support are acted upon in a timely and professional manner within the End User Technology group.
3. Engage other IS groups/staff as necessary.
4. Prioritize work according to business need and impact with minimal support.
5. Utilize extensive experience to assist with the most complex issues, which other staff are unable to resolve.
6. Identify risks to users and propose solutions. Continuously work towards risk mitigation for user access issues across multiple platforms on all platform environments.
7. Develop and maintain effective professional working relationships with other IS team members.
8. Assist other IS groups with executing IS related projects.
9. Build positive customer relationships, and work with clients to understand and respond to issues efficiently and accurately.
10. Liaise between decision makers of related projects and the End User Technology group.
11. Provide guidance and mentorship to other End User staff.
12. May assume supervisory roles when End User technology manager is absent.

Requirements:
At least five (5) years of related experience demonstrating clear progression of skills, particularly in an area of expertise. Demonstrated ability to perform the essential functions of the position. Experience with Microsoft system platform technology (Win XP, 7, 8, 10, Active Directory). Experience in Linux/UNIX system platform technology for desktop computers (Ubuntu, Debian, CentOS, RedHat). Familiar with IT network infrastructure components and the various related technologies, such as switches, routers, TCP/IP, DNS, (DHCP/Static IP), wireless. Familiar with server virtualization (VMWare). Indepth knowledge of Windows Registry. Proficient with the latest hardware platforms including multiprocessor and multi-monitor setups. Proficient with mobile platforms technologies such as iPhone, iPad, Android, Surface.

Preferred Qualifications:
Bachelor's degree in a related field. Familiar with AV technology. Relevant technical certifications.

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