Desktop Support Analyst

Role : IT Support Specialist

Location : Easton, Pennsylvania 18045

Duration : Long term

Job Description:

• Under general supervision, IT Fulfillment Support will maintain and monitor end-user workstations and productivity on local area network.
• Perform a variety of maintenance, software installation, end-user support and training tasks to end-user workstations, printers and network performance satisfying company and user requirements.
• Provide support to staff on all company-supported software and applications, including 3rd party and in-house developed applications.
• Troubleshoot hardware and software issues, determine source, and advise on appropriate action.
• Complete project-based work.
• Provide support and guidance to team members.
• Develop and maintain proficiency in one or more technical specialties in the areas of Infrastructure, Applications or Security.
• Perform responsibilities in accordance with all company standards, policies, and procedures. Mentor and assist in training new team members and ensure incident and request tickets are completed within documented SLA’s.

Job Responsibilities:

• Problem Management through analysis of incident records and other data
• Partner on projects across the warehouse or internal IT organization under the direction of IT Supervisor/Manager
• Primary resource for onsite Priority 1 issues that the warehouses encounter
• Mentors/Trains IT Fulfillment Level I and Level II
• Manage incoming incidents and service requests, also handle communication with users across the organization
• Resolve incidents within SLA timeframe
• Partner directly with the software development teams for incident management
• User account provisioning and maintenance within OKTA/AD/APEX and other systems where appropriate
• Install, configure, and maintain company computers, network printers, servers, network cabling, and other related equipment, devices, software and systems
• Assist in troubleshooting Networking/Telephony/UPS/Other systems during outages
• Support Warehouse specific Hardware including Printers/Scanners/Pack and Pick Walls/Vendor and other devices
• Manage equipment lifecycle including maintaining accurate Asset inventory
• Document Support Related Processes and Procedures (SOP)
• Participate in the after-hours “on-call” rotation schedule
• Collaborate with IT Operations teams on projects within Warehouse and Outside Warehouse
• Deploy and debug SaaS systems utilizing compliance and security best practices.
• Provides detailed documentation for all SaaS configurations and implementations.
• Conduct audits on existing systems by running reports and providing analysis.
• Drive automation to reduce failures, manual tasks and improve overall application performance and availability.
• Perform incident management and response procedures to ensure all incidents are addressed appropriately.
• Work with cross-functional teams to develop automated onboarding, offboarding, and reporting processes.
• Perform systems administration activities to ensure the smooth operation of applications across multiple platforms.
• Perform change management for systems using a defined SDLC.
• Identify potential issues and integrate possible solutions.
• Support and maintain several SaaS platforms to focus on delivering the best customer experience.
• Keep up to date with new features and new releases of SaaS systems and tools.
• Engage with management regularly with reports on project status, activities, and achievements.
• Participate in project status meetings and communicate status of key projects to stakeholders and management.
• Escalate to piers, infrastructure engineering teams, or appropriate resolver team when assistance is needed.
• Demonstrate ownership of events and incidents through to restoration.
• Use the incident logging system (Jira) to maintain incidents and requests through the complete ticket life cycle.
• This role will need to participate in after hours, weekends, and holidays on-call support as and when required.

Experience:

• 3-10 years’ Experience in the Following:
• Familiar with ITIL and ITSM processes
• Two Year knowledge of computer and/or network systems, applications, procedures and techniques
• Ability to communicate technical information to nontechnical personnel.
• Ability to adapt quickly to a fast-paced environment
• Ability to identify and resolve computer system malfunctions and operations problems.
• Skill in organizing resources and establishing priorities.
• Excellent verbal and written communication skills
• Experience with the standard helpdesk ticketing tools (Preferably Jira)Demonstrated SaaS Administration & Cloud Apps experience.
• Working technical knowledge on collaboration of SaaS systems such as Google Workspace, Okta, Slack, Office365, etc.

Judgment/Reasoning Ability:

• Able to identify, troubleshoot and resolve problems quickly using sound judgment, poise and diplomacy.
• Ability to use judgment and reasoning skills, and determine when to escalate issues, as required, in a timely manner.

Job Type: Contract

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Easton, PA 18045: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer support: 1 year (Preferred)
• iOS: 1 year (Preferred)
• Windows: 1 year (Preferred)

Work Location: In person

Speak with the employer
91 7327951283

Salary : $56,700 - $71,800