Senior Deskside Support Analyst

Job Description: Position - Sr. Deskside Support Analyst Location - Brownsburg, Indiana Type of role - In office 5 days a week News Corp is looking for a Sr. Deskside Support Analyst to provide internal facing technical support for our employees and contractors. Global Technology is a shared technology services model across several News Corp business units including; Dow Jones, HarperCollins, The New York Post, and Realtor.com. Candidates should have a passion for technology and a desire to help people. The individual in this role has a wide scope of responsibilities including PC, Mac, networking, SCCM, Active Directory, Office 365, Google suite and more. They will provide assistance with issues, questions, and requests submitted by our customers via remote access, through email, ticketing system, and/or hands on intervention as needed. Sr. Deskside Support Analyst are responsible for coordinating appropriate interactions to address every request to resolution. Position mandates continuous learning as new technologies emerge or as the company implements them. Qualified applicants will have in-depth knowledge of Windows and Mac desktop environments, exhibit resourceful thinking, maintain a willingness to find answers, all while exhibiting excellent interpersonal interactions with customer base. This is a vital IT team member who increases customer satisfaction. Ability to successfully communicate technical information, both written and verbal, to a wide range of users is required. Responsibilities: ● Work directly with customers in person, via phone, via ticketing system, and email ● Image, deploy, and maintain all HW including desktops, laptops, monitors, docking stations and desktop printers ● Installation, configuration and troubleshooting of: o MAC and Windows OS devices o RF devices o Various applications o Printers and label printers o Basic network connections ● Conference room video and audio support o Support/set up and troubleshooting of audio visual equipment o Support employee meeting setup ● Desktop support will provide training on applications and share responsibility for training new employees ● Support all models of cellular/tablet devices, including Android, IOS and mobile operating systems ● Support remote users as needed ● Maintain accurate asset inventory - CMDB ● This position is on-site 5 days per week Major Accountabilities: Troubleshooting ● Resolves 1st and 2nd level support issues concerning hardware, software, networking, active directory, applications, and meeting coordination ● Responds to all queries, triaging each in a prioritized and timely manner ● Records issues in the tracking software and escalates complex issues to appropriate 3rd level support ● Owns incident and request tickets, performs follow-up, and ensures proper closure is reached and communicated Hardware ● Provides hardware support for PCs, Macs, printers, network, VoIP phones, wireless and handheld devices ● Perform basic RF device troubleshooting, including wiping and reinstalling device software, and coordinate with vendors to facilitate replacement of physically damaged devices. ● Perform basic troubleshooting of label printers, including network connectivity, paper jams, and software issues, while coordinating with vendors as needed for support and resolution ● Able to deploy OS images for PC and Mac ● Coordinates with vendors and service providers for in-warranty hardware replacement and service ● Follows standard guidelines to install and configure new equipment and peripherals, moving, and updating equipment for regular replacement and to accommodate staff moves and changes Software ● Provides support for software with emphasis on Microsoft Windows and Office products, Apple OS X, Adobe creative suites, terminal services session, and other in-house applications ● Responsible for updating and maintaining software products and applications as required Asset Management ● Accurate and timely physical management of assets, as well as accurate documentation within our internal database (CMDB) is an essential element to the position ● CMDB accuracy is critical to the business as the primary inventory tool Other ● Participates in the evaluation, piloting, testing and launch of new hardware, software and apps ● Participates in various IT initiatives, desktop projects and research ● Proposes process improvements ● Create desktop communications, announcements and presentations to the company and sub groups ● Researches using web, manuals, publications, etc., including other IT staff and vendors to troubleshoot and answer customer questions ● Manages, maintains, and improves technical documentation Required Skills: ● 5+ years of experience providing hands-on desktop and end-user technical support in a large-scale, high-volume environment. ● Experience supporting warehouse, distribution, manufacturing, or logistics operations, including technology used in fast-paced production environments. ● Strong experience troubleshooting Windows workstations, laptops, RF/scanner devices, label printers, monitors, peripherals, and other IT equipment. ● Experience with device imaging, software installation, configuration, troubleshooting, and hardware replacement. ● Experience troubleshooting network connectivity issues, including wired and wireless devices, printers, and RF equipment. ● Experience working with hardware and software vendors to troubleshoot issues, coordinate repairs, and manage equipment replacements. ● Ability to diagnose and resolve technical issues with minimal supervision while prioritizing multiple requests in a time-sensitive environment. ● Experience supporting users on the warehouse floor and working in an environment where equipment may be exposed to dust, noise, temperature variations, and continuous operational activity. ● Experience documenting incidents, troubleshooting steps, equipment changes, and resolutions using a ticket