Position Overview:
This role needs to be an IT resource who can work autonomously and be a true thought leader. The Technical Analyst will support Windows / Mac OS, and O365 related apps, as well as End-user computing tools and infrastructure products. The Technical Analyst will maintain daily activities as a Level 2-3 Analyst resolving issues and providing support for requests, projects, and enhancements.
Position Responsibilities:
- Provide MS Office 365 day-to-day administration and second-level support (this includes Exchange Online/Sharepoint/Onedrive/Teams/Intune).
- Provide advanced support for Desktop & Helpdesk escalations.
- Provide back up support for Windows 7, 10, 11 image creation, virtual machine builing, and software application support.
- Desktop software deployment using EPM/ISM tools.
- Integration support between EPM and ISM tools
- Support for providing temporary and permanent admin services to the user for their desktop/laptop.
- Support for the Systems Management Services & tools.
- Overall management of the EPM tool.
Required Technical Skills:
- Knowledge of client operating systems (Windows, MACOS, iOS, Android).
- Knowledge of Office 365 and Microsoft Azure.
- Experience with Windows imaging tools sysprep, DISM, Imagex, Microsoft Deployment Toolkit.
- Certifications in Dell highly preferred.
- Experience creating Windows images, building machines, etc.
- Knowledge of application installations and interoperability.
- Knowledge of complex computing environment and infrastructure.
- Experience with certification and testing methodologies.
- Experience with batch files, PowerShell, application scripting, queries, and report generation.
- Experience with IT device security.
- Experience with Ivanti Unified Endpoint Manager (EPM), Ivanti Service Manager (ISM) or industry equivalent tool set (example MS System Center).
- Knowledge of networking and client server fundamentals.
- Experience entering, tracking, and resolving service calls with proper documentation.
- Effective problem solving/troubleshooting skills.
- Good judgment /analytical skills.