The Senior Desktop Support Analyst reports directly to the Desktop Support Manager. The Senior Desktop Support Analyst is responsible for all technical levels of support for Desktop Support, direct technical support of the executive leadership team, technical lead of corporate projects, and technical lead for maintaining Desktop Support Systems.
This person performing this job is expected to be a thought leader, identifying solutions to improve efficiency.
Diagnose and resolve unique, nonrecurring problems associated with application software and operating systems; determine the source of problems and classify their level, priority and nature.
Configure, deploy, maintain, troubleshoot and support computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment.
Create alternative methods of completing tasks, correcting user errors and system inconsistencies to improve the desktop team function.
Analyze and make recommendations for hardware and software standardization.
Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems.
Document procedures, standards, best practices configurations, settings, installation sequences and back-out instructions.
Provide technical support and fault resolution with timely feedback to users, adhering to IT Service Level Agreements
Provide technical guidance on the use of desktop computer software and produce user guides.
Manage the planning and implementation of information security, anti-virus, and data protection tools and software for domestic and international data centers.
Manage special projects as requested by Management.
Sr Level escalation POC for the Desktop Support organization.
White Glove technical support to C Level Management.
Prepares and presents oral and/or written technical project presentations
Proven success in working with in a Senior Desktop Support role in a demanding, fast-paced and high quality environment
Flexibility and adaptability to manage concurrent, multiple projects while maintaining focus on critical deadlines
Effective problem-solving and decision-making skills
Excellent oral and written communication skills
Strong interpersonal and listening skills
Strong organizational and problem-solving skills
Ability to handle confidential matters with discretion
Minimum 5-10 years of progressive Desktop Support experience.
Bachelor’s Degree from an accredited college or university with a major in Business Administration, Engineering, Information Systems, or closely related field or equivalent work-related experience.
CyrusOne is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.
CyrusOne provides reasonable accommodation for qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and any other state or local laws. We will respond to requests for reasonable accommodations to assist you in applying for positions at CyrusOne, or to submit a resume. If you need to request an accommodation, please contact our Human Resources at 214.488.1365 (Option 7) or by email at HR@cyrusone.com .