Senior Desktop Analyst

3 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.

Job Responsibilities

The Senior Desktop Analyst will be a senior member of the End User Technology Systems team within the Information Services department. This role will use 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.

The successful candidate will be expected to work on tasks requiring creativity and independent thinking, along with a proven understanding of fundamental computer principles. This position will also represent desktop and end user computing in IS projects that span various departments within the Institution.

This is a customer-facing role that often makes on-campus visits to individuals in need and provides phone and remote support. The current expectation is for this person to be on campus two days per week.

Essential Functions and 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. Prioritize work according to business need and impact with minimal support.
  4. Utilize extensive experience to assist with the most complex issues, which other staff are unable to resolve.
  5. Identify risks to users and propose solutions. Continuously work towards risk mitigation for user access issues across multiple platforms on all platform environments.
  6. Develop and maintain effective professional working relationships with other IS team members.
  7. Assist other IS groups with executing IS related projects.
  8. Build positive customer relationships, and work with clients to understand and respond to issues efficiently and accurately.
  9. Liaise between decision makers of related projects and the End User Technology group.
  10. Provide guidance and mentorship to other End User staff.
  11. May assume supervisory roles when End User technology manager is absent.
  12. Assist all users with IS related incidents when called upon and take ownership of issues by carrying out problem analysis implementing temporary or permanent fixes to restore service to the customer as soon as possible.
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.

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

Special Requirements

Must have access to remote home office including reliable internet access. WHOI is a federal contractor required to comply with Executive Order As such, WHOI has enacted a Mandated COVID19 vaccination policy effective December 8, 2021 where you must register your vaccination status in order to begin your employment.

The registration process entails confidentially submitting a vaccination card and/or your vaccination status or requesting to engage in the interactive exemption process for either a medical or religious reason.

Physical Requirements

This position requires you to lift or carry items up to 10lbs. Physical requirements include occasional standing or walking, repetitive motions, kneeling, bending, stooping, twisting, pulling, pushing, reaching (above & below shoulders), and use of hands for basic grasping and manipulation.

Occupational requirements include depth perception, far vision, near vision, peripheral vision, ability to distinguish between basic colors, hearing, talking, working around and with others, and working alone.

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