PMO NOTE; Max pay of $35/hr; On-site. Conversion to full time possible.
The Hearst Technology Services department provides IT services and support for all Hearst Divisions globally. This Group is responsible for ServiceDesk 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, mobile devices, scanners, and a multitude of software applications including but not limited to all Microsoft Office products. This position reports into the Associate ServiceDesk Director. • Provide level 2 onsite and remote day to day support for customers regarding their hardware and software application needs • Assist customers in a timely manner adhering to company established SLAs • Interact with ServiceDesk Level 1 staff to assist with resolving customer issues • 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 suite of applications — Word, Excel, PowerPoint, Outlook, ETC • Ability to configure and troubleshoot email clients such as Microsoft Outlook. • Work with other IT resolver groups to resolve issues out of ServiceDesk scope • Work in a professional and constructive corporate environment. • Document and record procedures for new hardware and software deployments • Configure, deploy and support mobile devices such as Android, and iPhones for customers. • Lead and supervises IT projects as directed by the Associate Director • Work with Configuration Management systems such as SCCM & JAMF. • Support the Maintenance of the corporate device image and Software Packages in self-service • Monitors and reports on Software/Hardware compliance using established asset management process • Administers software updates & patch management remediations for non-compliant devices • Azure AD & On-Prem AD device management/administration • Familiar with EDR/anti-virus/ Malware protection management • Understanding of login scripts/GPO • Identifies software application, network and hardware malfunctions and takes appropriate action to resolve. • Self-Discipline – must be self-disciplined and be able to prioritize tasks in order to meet deadlines, deliver solutions by the promised date, and stick to a task until it’s finished. • Excellent Problem-Solving Skills – must be an excellent problem solver, able to see a problem through until its resolution. Candidate must be willing to work until the solution is satisfactory and the customer is happy. • Attention to detail – must have great attention to detail to be able to detect tiny miscalculations and errors. Needs to be patient enough to go through every minute detail to detect the source of any glitch. • Great Communication Skills – must have great listening skills as well as the ability to explain technical concepts to customers that are not technical • Passion for technology – Should always up to date on the latest tech developments. Should live, sleep, and breathe technology
Desktop Support Analyst