Buck Global LLC Senior Desktop Support Engineer in Fort Wayne, Indiana

Senior Desktop Services Analyst

BUCK- A 102-year-oldfirm that isJUST GETTING STARTED.

Senior Desktop Services Analyst - Infrastructure – Fort Wayne, Indiana

At Buck, our people make the difference. Founded over 100 years ago, we help deliver on the promise of tomorrow...today. Our health, wealth, technology and consulting services allow us to deliver on theMANYneeds of our clients by drawing on our strength,DIVERSITY, and experiences in creating outcomes. This means we meet our clients where they are in the creation of their future while being respectfully bold in providing practical solutions to new realities. We honor our commitments and leave things better than when we started. We are a team of difference makers in global locations that have each other's backs working together as a team. What's your next move?

We have many open positions; please take a look athttps://jobs.buckglobal.com/

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

At Buck, we’re exclusively focused on helping our clients and their people succeed together. By this, we mean we’re partnering with some of the world's most forward-thinking companies to re-envision and re-design the way that employees work and live. And we’re doing this by finding the right combination of consulting, outsourcing, and technology solutions to help our clients realize the best organizational performance for their businesses while driving positive health, wealth, and career outcomes for their people.

Sr. Desktop Services Analyst – Tier II Support

Description

The Sr. Desktop Services Analyst will be supporting a client billable end user community. The Analyst’s role is to minimize an end user’s productivity loss by actively processing desktop related service requests or resolving escalated incidents within established SLAs. Problem resolution will involve the use of diagnostic and incident management tracking tools, as well as require that the individual give in-person, hands-on help, when applicable.

Responsibilities

Strategy & Planning

  • Document resolutions and to assist with trend analysis for ways to prevent recurring issues.

  • Alert management to emerging trends in incidents.

Acquisition & Deployment

  • Deploy pre-packaged software as needed using automated deployment tools.

  • Assist in software releases and rollouts according to change management best practices.

  • Deploy PCs with the standard image and register the asset to confirm deployment.

Operational Management

  • Act as an escalation point for advanced or difficult Desktop related requests.

  • Build rapport with end user communities.

  • Escalate incidents with accurate documentation to suitable Tier III personnel, when required.

  • Record, track, and document the incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.

  • Use remote tools and diagnostic utilities to aid in troubleshooting.

  • Research solutions through internal and external knowledgebase as needed.

  • Perform hands-on fixes when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.

  • Test fixes to ensure problem has been adequately resolved.

  • Perform post-resolution follow-ups with Tier I personnel as required.

  • Assist in developing help sheets and FAQ lists for end users.

  • Contribute to technician knowledgebase and training, as needed.

  • Reinforce SLAs to manage end-user expectations.

  • Provide suggestions for continual improvement.

Position Requirements

Formal Education & Certification

  • College diploma or university degree in the field of computer science and/or 5-10 years equivalent work experience.

  • MCSE or A+ certification (nice to have)

  • ITIL certified (nice to have).

Knowledge & Experience

  • Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes. (nice to have)

  • Exceptional written and oral communication skills.

  • Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.

  • Strong documentation skills.

  • Fluent English language skill. (CANADA: French – nice to have)

  • Experience with:

  • Active Directory

  • Windows (7 - current) environment

  • MAC (10.10 – current) environment (nice to have)

  • TCIP (network)

  • Cisco VPN

  • Citrix

  • Diagnostic remote tools

  • Antivirus program and tools

  • MS Office

  • Ticketing system technologies

  • Maintain a strong knowledge of IT initiatives and projects.

Personal Attributes

  • Ability to conduct research into a wide range of computing issues is required.

  • Ability to absorb and retain information quickly.

  • Ability to present ideas in user-friendly, business-friendly, and technical language.

  • Highly self-motivated and directed.

  • Keen attention to detail.

  • Proven analytical and problem-solving abilities.

  • Ability to effectively prioritize and execute tasks in a high-pressure environment.

  • Exceptional customer service orientation.

  • Experience working in a team-oriented and collaborative environment.

  • Following internal processes, workflows and chain of command must be innate

Work Conditions

  • Sitting for extended periods of time.

  • Be able to operate a computer keyboard, mouse, power tools, and other computer components.

  • Lifting and transporting of moderately heavy objects (up to 50 lbs.), such as computers and peripherals.

  • Travel, when needed.

  • Work outside of regular business hours, when needed.

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