The Desktop Delivery Analyst role is to provide on site support for PCs, peripherals and business critical office productivity software leveraged by our Destaco colleagues. In addition, the Desktop Delivery Analyst will serve as the local technical point of contact for ticket management, PC configuration/deployment, issue escalation, and site lead for resolving on location issues identified by other technical support teams.
Knowledge & Experience • 2+ years experience deploying and supporting Windows 10 environments • 2+ years working with Windows Server & Active Directory environments • 1-3 years of experience in Office 365 & Azure Cloud Offerings • Experience with server and application security remediations • General knowledge of servers, networks, applications and how they interact • Project management and support resource coordination experience • Ability to implement, administer, and troubleshoot Active Directory and Group Policy Objects as they relate to desktop configurations
Formal Education & Certification • High School diploma or university degree with 2+ years of work experience • Areas of focus Computer Science, Information Technology, Computer Engineering, Management Information Systems
Personal Attributes • Good written and oral communication skills • Strong technical documentation skills • Ability to conduct research into database issues, standards, and products as required • Highly self-motivated and directed • Good interpersonal skills • Proven analytical and problem-solving abilities • Ability to effectively prioritize and execute tasks in a high-pressure environment • Strong customer service orientation • Experience working in a team-oriented, collaborative environment
Work Conditions • Sitting for extended periods of time • Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components • Lifting and transporting of moderately heavy objects, such as computers and periphera
Responsibilities
Strategy & Planning • Provide technical leadership for project iniatives ensuring the solutions are developed considering the current desktop environment and constraints • Participate in technical assessments for new hardware, software tools, and operating systems • Train & facilitate team members and end users in use of current software platform along with adoption of new technologies • Manage and provide recommendations to improve the overall security of the PC end points across the enterprise
Operational Management • Management of the IT New Hire Process
o PC Imaging, Mobile Phone, Desk Setup/Phone, Day 1 Suppoport • Application Troubleshooting
o Become a domain expert for Office Productivity Suite, Web Browsers, VPN used to support business critical applications
o Partner with Business Application Owner for patching (application & security), outage coordination, and upgrade approaches • Inventory & Project Management
o Ensure onsite PC Inventory is accurate and provide recommendations for regional stock levels by computer type
o Work with local management team to research and present cost effective technical solutions to expressed business needs • Ticket & Change Management
o Coordination of resources across multiple support teams to address end user issues and challenges
o Monitoring user feedback to identify opportunities to improve support or changes to existing process
o Active Participant in translating application needs or other changes to the IT Portfolio into desktop requirements