Desktop Support Analyst

Job Summary

Woods Hole Oceanographic Institution is currently searching for a Desktop Support Analyst to join the Information Services Department. This is a regular, full-time, non-exempt position, and is eligible for full benefits

Job Description

The Desktop Support Analyst is a key member of the End User Technology Systems team within the Information Services department. The position uses learned IT knowledge and skills to provide desktop technology, telephony, AV, and mobile device support for all staff and students conducting science, research, engineering or business activities within the Institution. In addition, the position supports desktop and end user computing in IT projects that span the various communities at the Institution. This role is responsible for meeting customer satisfaction and continuous service delivery benchmarks by providing a high level of customer service to end users. This is a customer-facing role that makes field visits to the departments in need.

Essential Functions & Duties

Maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.

Escalate tickets proactively to responsible senior team members or specialists where necessary.

Diagnose and resolve problems associated with application software and operating systems.

Create alternative methods of completing tasks, correcting user errors and system inconsistencies to improve the desktop team function.

Provide support and guidance to Help Desk staff.

May train employees on the use of computer and other networked equipment using standard training documents.

Identify risks to users and propose solutions.

Assist all users with IS related incidents as requested 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.

Make field visits to offices to assess and resolve issues.

Configure, deploy, maintain, troubleshoot and support computer workstations, desktops, laptops, printers, mobile devices, telecommunications, and A/V equipment.

Install and support Windows, Apple, and Linux desktop and laptop operating systems.

Install and support multi-function printers, monitors, televisions, video conference units, peripherals, and mobile devices.

Provide guidance and training to end users on the purchase, configuration, and deployment of computing components including software, hardware, and laboratory equipment.

Provide technical support for computer controlled scientific instrumentation and a large variety of devices due to a partly bring-your-own-device (BYOD) environment.

Ensure users’ desktop/laptop computers interconnect with systems including file servers, cloud services, email servers, unified communications, and computer conferencing systems.

Recommend procedures, standards, best practices configurations, settings, installation sequences and back-out instructions to senior level End User Technology staff.

Demonstrate flexibility to provide coverage within the department as needed in order to ensure consistent and continuous support to the WHOI community.

Support accounts for a variety of cloud based and on premise, servers and services.

Install, test, and troubleshoot software and equipment for virtual meetings.

Analyze and make recommendations for hardware and software standardization.

Work with hardware and software vendors to verify timely product delivery and ensure that new equipment is installed and ready to operate on schedule.

Effectively seek out opportunities for continuous improvement for all End User Technology processes.

Recommend troubleshooting strategies, techniques, documentation and instructions to End User Technology senior staff.

Required Experience & Educatio n

At least three (3) years of experience.

Experience and broad knowledge of Microsoft technologies (i.e. Windows 7, 8, 10, Active Directory).

Experience and broad knowledge of Apple system platform technology (OSX 10).

Experience and some knowledge of Linux/UNIX system platform technology for desktop computers (Ubuntu, Debian, CentOS, RedHat).

Experience with Help Desk ticketing systems; process flows.

Knowledge of malware/antivirus application configuration and management.

Knowledge of IT network infrastructure components and the various related technologies, such as switches, routers, TCP/IP, DNS, DHCP, wireless.

Knowledge of AV technology. Familiarity with server virtualization software for desktop computers (VMWare), and Virtual Desktop Infrastructure (VDI).

Knowledge of VOIP telephony services including Cisco CUCM and Jabber; Unified Communications.

Proficient with the latest hardware platforms including multiprocessor ad multi-monitor setups; disk imaging; data recovery.

Proficient with mobile platforms technologies (i.e. iPhone, iPad, Android, Surface).

Knowledge of mobile phone technology and app configuration.

Preferred Experience & Education

Bachelor's degree in a related field

Familiar with AV technology

Relevant technical certifications

Additional Job Requirements

Strong customer service skills.

Must demonstrate high degrees of skill and tact in the areas of teamwork and interpersonal relationships, including highly effective oral, written, and listening communication skills.

Excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the Institution.

Must be able to work independently on complex work with minimal direction as well as collaboratively within a team setting as either participant or leader.

Strong collaboration, organizational, time management skills including the ability to multi-task, prioritize, and independently manage a changing workload and schedule for self and assigned student staff in a wide variety of settings and situations.

Proven ability to perform well under stress when confronted with emergency, critical, or unusual customer situations.

Must maintain a strong sense of urgency.

Appropriate use of judgment as to when to escalate difficult situations or seek guidance.

Ability to follow up on assignments from ticketing system and complete tasks in a timely manner.

Attentive to detail and documents work as well as communication with clients through ticketing tracking system.

Demonstrated ability to deliver professional customer service.

Desired Education and Experience:

Bachelor’s degree in related field or equivalent, with at least 3 years’ experience. Technical/Vocational diplomas/certifications may be considered based on technical experience and skill level.

In depth knowledge of Windows Registry.

ServiceNow knowledge.

Relevant technical certifications

Affirmative Action/EEO Statement

Woods Hole Oceanographic Institution (WHOI) provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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