Desktop Support Analyst

The Hearst Technology Services department provides IT services and support for all Hearst Divisions globally. This Group is responsible for helpdesk services & support, desktop support and all end user technology support

As part of the end user support services team, this position is responsible for providing 2nd and 3rd level technical support for the end users regarding issues with hardware and software for desktop and laptop computers, network connectivity from home and office, all types of printers, corporate email, handheld devices such as Blackberries, PDAs’ and iPhones, scanners, and a multitude of software applications including but not limited to all Microsoft Office products.

This position reports into the Associate Service Desk Director.

• Provide senior level day to day support for the end users in regards to their hardware and software needs and applications
• Assist the end user in a timely resolution of any issues they may have regarding software and or hardware problems
• Interact with Helpdesk staff
• In depth knowledge interacting with a variety of hardware and software platforms, including Microsoft Windows operating system, MAC OS, device drivers, and associated peripherals.
• In depth knowledge of the Microsoft O365 of applications - Word, Excel, PowerPoint, Outlook, ETC
• Ability to configure and troubleshoot email clients such as Microsoft Outlook.
• Work with other IT groups to resolve issues out of scope
• Work in a professional and constructive corporate environment.
• Document and record procedures for new hardware and software
• Configure, deploy and support mobile devices such as Android, and iPhones for all users.
• Lead and supervises IT projects as directed by the Regional Manager
• Work with Configuration Management systems servers such as SCCM & JAMF.
• Maintains Universal Computer image and Software Packages
• Monitors and reports on Software/Hardware compliance
• Administers software updates & patch management for desktop environment
• Provides leadership to technical analysts by instructing and teaching creating, updating, and teaching new processes.
• Documents and updates desktop support processes
• In depth knowledge of Azure AD & On-Prem AD administration
• Familiar with anti-virus/ Malware protection
• Understanding of login scripts.
• Identifies software application, network and hardware malfunctions and takes appropriate action to resolve

• Provide top level office and home support/training to Management and Senior Executives including after hours and weekend support when needed.
• Work with other IT management for all client-side implementation projects of software and hardware. Assume project manager responsibilities for projects to ensure timely and successful completion.
• Assist the end user in a timely fashion of any issues they may have regarding software or hardware problems and document all case activity in ServiceNow (ITSM system) accurately
• Have a “can do” attitude regarding all aspects of support while working for the IT Department of the company.
• Great research and troubleshooting skills to obtain quick effective solutions for complex network, software or hardware issues that are not familiar to our Desktop support group
• Work either in a team environment, or alone, with minimal supervision and still provide a very high level of service, support, and work ethic.

Hearst is a leading global, diversified media, information and services company with more than 360 businesses. Its major interests include ownership in cable television networks such as A&E, HISTORY, Lifetime and ESPN; global financial services leader Fitch Group; Hearst Health, a group of medical information and services businesses; transportation assets including CAMP Systems International, a major provider of software-as-a-service solutions for managing maintenance of jets and helicopters; 33 television stations such as WCVB-TV in Boston and KCRA-TV in Sacramento, California, which reach a combined 19% of U.S. viewers; newspapers such as the Houston Chronicle, San Francisco Chronicle and Times Union (Albany, New York); more than 300 magazines around the world, including Cosmopolitan, ELLE, Men's Health and Car and Driver, and digital services businesses such as iCrossing and KUBRA; and investments in emerging digital entertainment companies such as Complex Networks.

In accordance with applicable law, Hearst is required to include a reasonable estimate of the compensation for this role if hired in New York City. The reasonable estimate, if hired in New York City, is $55,000-$65,000. Please note this information is specific to those hired in New York City. If this role is open to candidates outside of New York City, the salary range would be aligned to that specific location. A final decision on the successful candidate’s starting salary will be based on a number of permissible, non-discriminatory factors, including but not limited to skills and experience, training, certifications, and education. Hearst provides a competitive benefits package, including medical, dental, vision, disability and life insurance, 401(k), paid holidays and paid time off, employee assistance programs, and more.

Hearst is an Equal Employment/Affirmative Action employer. Hearst does not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, veteran status, or any other characteristic protected by federal, state, or local law. Follow us on Twitter @Hearst. To learn more about Hearst, visit hearst.com.