Desktop Analyst, DC

Job Summary

The Desktop Support Analyst is responsible for resolving all tier‑2 support incidents and requests, including those impacting or involving end‑users. The Analyst’s primary responsibility is to follow best practices to find secure, agile, flexible, and reliable solutions that support the company’s growing environments. Additionally, the Analyst must be able to manage the complex software and hardware requirements often necessary to support the varied roles of the end‑user.

The Desktop Support Analyst will be customer service driven and work closely with our clients to provide quick and effective resolution to system inefficiencies.

As part of the DC Desktop Team, this individual will support the enterprise desktop environment and assist the Network, Server, and Telecom teams located in San Francisco in resolving any related issues at the local distribution center with DC infrastructure hardware, primarily located in IDFs and the MDF.

Provide customer‑facing end‑user support that includes:

• Install and configure desktops, laptops, mobile devices, and associated peripherals and related software
• Provide onsite technical assistance to End Users
• Manage incident queue and ensure tickets are resolved/closed within the defined service level agreement (SLA); respond to end‑user requests for updates on incident status and promptly follow up as needed
• Provide support for Zebra label printers, RF 9000 series barcode scanning and WT41 N0
• Onboard and offboard users (collect hardware, remove permissions, etc.)

• Strong communication skills and exceptional customer service orientation; ability to effectively present information and respond to questions from groups of managers, clients and customers
• The candidate must exhibit task and time management skills, oral and written communication skills, technical expertise, and dedication to resolve problems effectively and efficiently while minimizing disruptions
• Ability to work independently and collaboratively with diverse groups in a team environment using logic‑based troubleshooting skills
• Solid knowledge of Windows 10 and later, including file systems, the registry, security, integration and Exchange; ability to effectively prioritize and execute tasks in a high‑pressure environment
• Self‑motivated, proactive, independent and responsive; requires little supervisory attention; ability to manage multiple priorities in a fast‑paced environment

• Experience required in technical support and customer service – 3+ years
• Experience with enterprise‑wide OS/application refresh projects (Desired) – 3+ years
• Experienced in supporting standard enterprise applications, such as Anti‑virus/malware client
• Experienced in support of RF scan guns, printers, tablets, and mobile devices in an enterprise setting (Desired) – 3+ years
• Experience working in a team‑oriented, collaborative environment – 3+ years
• Experience supporting Microsoft standard desktop applications including Word, Excel, PowerPoint, Exchange, Visio, and Outlook – 3+ years
• Experience supporting Active Directory and SCCM – 3+ years
• Zebra and laser printer basic repair and troubleshooting (Desired) – 3+ years
• Power Shell and Environmental scripting – 3+ years
• Experience in warehouse operations, including the flow of materials from inbound receipt to outbound shipping (Desired) – 3+ years
• Education, Certification and Licenses (Industry standard certifications A+, Network+, Security+, AA or BS in Information Technology, CCNA or other IT technical certification)

• Must be able to routinely lift 35 lbs
• Position requires 60% walking as the team supports users in large facilities
• Worksite:
  Distribution Center/Warehouse
• Environmental conditions / exposures:
  Work is indoors, and in a temperature‑controlled environment
• Travel requirements:
  Travel to provide support at other DC locations, 0 – 3 times annually

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