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Pitt Ohio Desktop Support Analyst in Pittsburgh, Pennsylvania

Description/Job Summary

PITT OHIO, a $826 million, high service, highly profitable, transportation solutions provider offering SUPPLY CHAIN, GROUND, LTL and TRUCKLOAD services is seeking a Desktop Support Analyst* to join our team at our Corporate Headquarters in *Pittsburgh, Pa.

We offer competitive compensation, hospital/medical insurance with no monthly premiums or deductibles, vision, discount prescription, dental, 401K, profit sharing, paid vacations, pleasant work environment, and much more!

PURPOSE

The Desktop Support Analyst will be responsible for analysis, design, implementation, maintenance, monitoring, security and support of our desktop environment and other technologies to support the enterprise work force.

ESSENTIAL DUTIES

Support Services (40-50%)

  • Administer, monitor, troubleshoot, and resolve advance/complex issues with desktop operating systems, software, and hardware; including PCs, thin clients, peripherals, and smart devices.

  • Responsible for daily oversight of the client services ticket queue; function as a second support tier after Help Desk and Operations Support to resolve/validate more complex or advanced tickets; delegate simple tickets back to the Help Desk or Operations Support with direction/instruction.

  • Responsible for desktop deployment & image management along with the software tools to facilitate software installs and updates.

  • Analyze desktop software/hardware performance and apply solutions for improvement.

  • Administration and monitoring of anti-virus/security product to prevent and/or remove possible infections as well as manage definition updates and exceptions.

  • Management and monitoring of patch management tool to review Microsoft monthly security bulletins as well as 3rd party vulnerabilities; patching and administering products regularly.

  • Administration of mobile device platform including devices, billing, and troubleshooting user issues.

  • Responsible for client management policy using either local policy or group policies.

  • Management and support of conferencing and IM solution including billing and account administration.

  • Responsible for management of client print services, troubleshooting, and upgrades as required.

  • Mid-level troubleshooting of remote Citrix user environment issues relating to profile and permissions.

  • Complete daily, weekly, and monthly maintenance tasks.

Implementation Services (30-40%)

  • Design and implementation of client technology policies, procedures, and standards.

  • Under minimal supervision works on complex projects and serves as lead for other employees as needed.

  • Researches new technologies and presents recommendations and justifications on moderate hardware and software purchases to manager/director.

  • Review, upgrade, and replacement of current client technology systems and products on a 3-5 year ongoing cycle.

Administration (10-15%)

  • Lead, mentor, and/or provide guidance to less experienced analysts, where applicable, including guidance for troubleshooting and design.

  • Work directly with manager/director to strategize and plan 3-5 year client services, capabilities, and goals.

  • Responsible for administration of corporate PC and peripheral asset management tools, resource tracking, and Microsoft license management remediation for yearly true up.

  • Work with IT management to determine and implement areas for process improvement across teams.

*OTHER DUTIES *

  • Effectively communicate project status and ensure accuracy of project documentation.

  • Timely submission of daily hours and status reports, salary calendars, and project documentation.

  • Document and maintain access, processes, and operating methods.

  • Draft support documentation (knowledge base articles).

  • Attend and actively participate in team and department meetings.

  • Provide backup support for Datacenter or Help Desk group as needed.

  • Participates in 24x7 support and on-call rotation as required; available by cell at all times.

  • Travel to remote terminal locations for technology updates and health checks.

  • Assist and work on enterprise projects as required within IT organization.

  • Assists operations, business analysts, and vendors in troubleshooting business service problems where needed.

  • Schedule flexibility and weekend work as required by project implementation and major break/fix.

*MINIMUM REQUIREMENTS *

  • 3-5+ years of hands-on experience with client design, administration, and support in a Microsoft networked environment.

  • Education: Associates Degree in a technical discipline and/or 2-3 years of industry experience OR a Bachelor's Degree in a technical discipline and 1-2 years of industry experience preferred. Minimum of 6-8 years industry experience if no degree.

  • Certification: CompTIA A+ and/or MCP/MCSA [desired].

  • Medium to high level of expertise in the following areas:

o Microsoft Windows 10

o Working knowledge of SCCM with the ability to create applications, packages and desktop images via task sequence

o Working knowledge of Microsoft Active Directory Management and Group Policy

o Security and Patch Management experience (WSUS, Anti-Virus, etc.)

o Microsoft Office 2019, Office 365

o Experience scripting using PowerShell and batch scripting [desired]

o Experience with MDM management

o Android and iOS Smart Phone product knowledge

o Management and troubleshooting of PC/Mac/thin client hardware & software

o File and folder management using AD and NTFS permissions

o Conferencing and IM product management [Cisco Jabber, Microsoft Teams, GoToMeeting, WebEx, etc.]

o Familiarity with VMWare [desired]

o Experience supporting Citrix XenApp/XenDesktop environment [desired]

o Client printing including HP Multi-Function, Deskjet, and LaserJet hardware as well as administration and driver management.

o Experience supporting VPN connectivity

  • High level of experience using service desk tools for ticket management.

  • Full understanding of desktop operating systems, hardware configurations, and software.

  • Strong ability to work with others, communicate well, and be a positive influence and role model in a fast-paced team environment is required.

  • Good technical writing skills and ability to speak to different audiences on their terms.

  • Outstanding customer service and interaction skills, as well as excellent verbal and written communications skills.

  • Ability to critically analyze, plan, and strategize long term (3-5 year) client computing design/environment.

  • High level of effort and commitment to performing quality work. Ability to operate effectively within the organizational structure and demonstrates the ability to work under pressure, prioritize tasks, and meet deadlines.

  • Maintains a high level of technical skill by attending technical seminars, training courses, completing certifications, and seeking knowledge on their own.

  • Strong skill in providing technical training (one-on-one, small group or formal presentation).

WORKING CONDITIONS/PHYSICAL REQUIREMENTS

  • Must be able to telecommute effectively within the scope of the IT&S Work from Home policy. Position is split between physical Corporate office and employee's home pending management approval.

  • Travel to remote locations (once or twice a year) may be required.

  • Schedule flexibility is a must (weekends, after hours).

  • Must be able to lift, carry, push, or pull a minimum of 25 lbs.

  • Sedentary work - exerting up to 10 pounds of force occasionally and/or negligible amount of forces frequently or constantly to lift, carry, push, pull or otherwise move objects including the human body. Sedentary work involves sitting most of the time. Walking and standing are only required occasionally.

  • Close visual acuity is required to perform activities such as preparing and analyzing data and figures, viewing computer terminal, and extensive reading.

  • Typical exposure to interior environmental conditions like air conditioning and dust; no substantial exposure to adverse environmental conditions.

  • Manual dexterity is regularly required including fingering, grasping, and typing; manual dexterity includes repetitive motion of the wrists, hands, and fingers.

  • Talking and hearing required to communication with and listen to others to share or receive information. May be occasionally exposed to noise including telephone, office machinery, and conversations of others.

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