Desktop Support, Senior Analyst - Hybrid

The Desktop Support Senior Analyst (DSSA) will support MRO’s internal employee base with technical assistance, administration, configuration, and provisioning of hardware and software. The Desktop Support Senior Analyst is a “Tier 2” resource to the MRO Service Desk team and is envisioned for an emerging professional with 3-5 years of existing experience and a broad interest in technology platforms. The DSSA’s primary functions, detailed below, include handling end-user support escalations from the Service Desk Team, performing administration and configuration of directory, identity, device management, and corporate applications, and supporting a third-party vendor in device provisioning and deployment for new hires, end-of-life, refresh, and separation activities. The DSSA is also a key member of various project teams, as assigned by the Senior Supervisor, for application deployments, platform launches, or security initiatives.

This is a hybrid role, working in office 2-3 days per week.

Hours are Monday - Friday, 10am - 6:30pm EST

Major Responsibilities:

End-User Support Escalations: The DSSA role will receive items deemed too complex or specialized for the “Tier 1” MRO Service Desk team. The DSSA would actively partner with the Service Desk Team on “shift left” activities, such as coaching, creation of instructional materials, or technical presentations, to help improve the skillset of his/her peers and resolve issues at the lowest tier. Utilize MRO’s ticketing system to properly document, resolve, or escalate issues to “Tier 3” teams as required. Role may also include specific on-site escalations to support conference rooms, meetings, or critical infrastructure.

Platform Administration: The DSSA role will provide systems administration responsibilities in end-user facing MRO systems such as Microsoft Entra/Intune, Office365, JAMF, Duo Mobile, Genesys, AD Manager, and others. In consultation with system engineering teams and following appropriate change management processes, the DSSA may change configuration policies, enable features or capabilities, or propose new methods to optimize or improve use of solutions.

Provisioning Support: The DSSA role will support a third-party provisioning partner in deployment of hardware through the MRO employee lifecycle. This may include coordination with the partner on prioritization, changes in process, monitoring inventory levels, or in some cases local fulfillment of requests not feasible to be fulfilled through the partner or determined to be out of scope. The DSSA will serve as the liaison between the MRO requester and the third-party when representing status, tracking information, or post-provisioning support.

Project Support: The DSSA may be involved in any number of project-related initiatives such as: operating system deployments and upgrades, systems patching, solutions deployment, maturity initiatives, product evaluations, or other areas where the DSSA’s blend of end-user focus and systems capabilities offer value to helping MRO maintain stable and performant information technology ecosystem.

General Skills:

Strong customer service skills. Knack to make every interaction a positive one for MRO employees.

Good communication skills in both written and verbal formats.

Collaborator able to work with peers across various technical competencies to advance shared goals, resolve differences in technical opinions, understand nuance and perspectives between roles, and be open to learning wherever it presents itself.

Ability to understand general requirements and translate them into actionable tasks.

Able to build strong interpersonal relationships with colleagues working remotely throughout the US and India.

Self-starter able to work under general supervision.

Technical/Domain Skills:

Proficiency in utilizing Microsoft Office365 applications required.

Proficiency in troubleshooting Office365, Windows10/11, and MacOS required.

Experience with Active Directory, Entra, and Office365 administration required.

Experience with Microsoft Intune and Autopilot preferred.

Experience with Powershell, Power Automate, or other scripting/automation platform preferred.

Experience with JIRA Service Management or comparable ITSM tool a plus.

Experience with software asset management tools a plus.

Experience with leveraging AI tools to improve technical or non-technical skillsets a plus.

Experience with general networking concepts (routing, DNS, IP topology, VPN) a plus.

Experience with Windows Server operating systems a plus.

Preferred Qualifications:

Certifications: Relevant Microsoft certifications (MCP, MTSA, MCSE) or CompTIA certifications (A+) a plus.

Education: Bachelor's degree in Information Technology or a related domain a plus.