About this role
This role supports end users with desktop and network troubleshooting, software installation, and documentation in a formal ticket system. It also includes device security upkeep, alert monitoring, and training/mentoring responsibilities.
Key Responsibilities
- Troubleshoot computer network and end user issues using diagnostic techniques
- Document and resolve inquiries in a formal ticket system
- Maintain endpoint security through software, OS, and antivirus updates
- Monitor alert systems and take action per guidelines, escalating when needed
- Support Mac OS devices and deploy applications using JAMF, MS Intune, and MECM
Technical Overview
You will administer computer operating system environments and maintain secure endpoints by keeping software, OS, and antivirus updates current. The role includes Mac OS support using JAMF and application deployment using MS Intune and MECM (Microsoft Endpoint Configuration Manager).
Ideal Candidate
The ideal candidate is a Desktop Support Analyst III with 6+ years of experience supporting end users and desktop hardware in a fast-paced environment. They have hands-on troubleshooting skills, strong customer service, and experience with Mac OS support using JAMF plus application deployment using MS Intune and MECM.
Must-Have Skills
6 years’ experience in a related field or an equivalent combination of education and experienceExperience supporting end users in a fast paced environmentAbility to lift and carry up to 50 pounds of equipment for short distancesExceptional customer service skillsDemonstrated ability to support desktop hardware (compute and network)Excellent communication and customer relation skills
Tools & Platforms
JAMFMicrosoft IntuneMS IntuneMECMMicrosoft Endpoint Configuration Manager (MECM)ServiceDesk ticket systemAlert systems
Required Skills
Troubleshooting computer network systemsInstalling softwaretrainingdiagnostic techniquesticket systemsystems administrationoperating system environment administrationcomputer security with software OS and antivirus updatesalert systems monitoringescalation pointmentoring Level 2 techniciansin-house trainingknowledge baseJAMFMac OS supportMS IntuneMECMapplication deploymentdesktop hardware support (compute and network)
Hard Skills
Troubleshooting computer network systemsInstalling softwareProviding training to department personnelDiagnostic techniquesTicket system for documenting end user inquiriesSystems administrationAdministering computer operating system environmentOperating system environment implementation and administrationSoftware updatesOS updatesAntivirus updatesComputer securityAlert system monitoringEnd user supportEscalation for level 2 ServiceDesk membersMentoring Level 2 techniciansKnowledge base maintenanceIn-house trainingMac OS device supportJAMFMac OS software packages via JAMFApplication deploymentMS IntuneMECMMicrosoft IntuneMicrosoft Endpoint Configuration Manager (MECM)Desktop hardware supportDesktop hardware (compute and network)PhoneEmail supportIn-person technical assistanceLifting and carrying up to 50 pounds of equipmentComputer security via maintaining softwareOSand antivirus updates
Soft Skills
Exceptional customer service skillsCourteousprofessionaleffective technical supportCommunicationCustomer relationsAbility to work in fast-paced environmentMentoringEscalation handlingPrioritization and issue resolutionTeam-orientedcollaborative environmentTraining delivery
Keywords for Your Resume
Desktop Support Analyst IIIDesktop Support AnalystLevel 3 desktop supportEnd user supportServiceDeskticket systemtroubleshootingdiagnostic techniquessystems administrationcomputer operating system environmentcomputer securityantivirus updatesOS updatessoftware updatesalert systems monitoringescalation pointmentoring Level 2 techniciansin-house trainingknowledge baseJAMFMac OSMS IntuneMECMMicrosoft Endpoint Configuration Manager (MECM)application deploymentend user support
Deal Breakers
Must have 6 years’ experience in a related field (or equivalent education/experience), Must be able to lift and carry up to 50 pounds of equipment, Must demonstrate ability to support desktop hardware (compute and network), Must have experience supporting end users in a fast paced environment
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