We are in search of a Sr. Desktop Support Analyst in Greenwich, MA. This is a full-time PERM position.
The End User Services team supports client technology services for company users worldwide. As a member of the End User Services team, you will serve as a technical focal point for providing desktop, mobile, and end-user support services encompassing a wide variety of hardware and software applications. Client technologies include Microsoft desktops/laptops/Citrix servers/peripheral devices/software, mobile devices, etc. You must have strong hands-on experience supporting the Windows, Mac OS and Citrix operating systems to host a variety of domestic and global applications with optimum performance. Familiarity with support tools such as Microsoft SCCM, LANDesk & LabTech is recommended.
An exceptional customer service mentality is critical to this role. Strong accountability, analytical, organizational and communication skills are a must. This individual will be the only member of the team at this location, so they must have the ability to self-manage and operate independently, adapting to new situations as they arise.
Primary support for desktop, phones, mobile devices, VPN, Citrix Receiver, Office and desktop applications, wireless connectivity, video conferencing, etc.
Develop, organize and maintain standard operational procedures.
Create desktop/laptop/Citrix build processes for domestic /global sites.
Perform software distribution and patch management to Windows PC’s, laptops, and Citrix servers.
Inventory Management & Procurement: supplies, equipment and accessories (toner, keyboards, mice, printers, copiers, mobile devices, cell phones, etc.).
Mobile device management: deployment and troubleshooting existing equipment.
Maintenance tasks: copier, printer, equipment inspection, etc.
Provide end user training for client technologies.
Conduct IT orientation/onboarding for new hires.
Provide support for Video Conference systems and services.
Maintain effective communications with department and client areas.
Contribute to the efficient overall department performance.
Sound knowledge of project management methodologies.
Good organization, communication, and problem-solving skills.
Understanding of business function and needs.
Ability to prepare schedules and status reports and deliver timely results.
Quickly and professionally respond to technical support requests as needed, that arrive via phone, e-mail, and ticketing system
Document, track and monitor progress on issues to ensure timely resolution on current tickets and to reduce/eliminate future incidents.
Investigate and propose new technologies and techniques for both hardware and software to improve customer efficiency, security, and productivity.
Participate in 24/7 support and extended support hours where necessary.
Knowledge and Skills Required:
Proficient in Microsoft Desktop Technologies including Windows 7, Windows 8.x, Windows 10, Office 20XX.
Experience with desktop/laptop/Citrix/Active Directory environments.
Experience with deploying and supporting O/S migrations and introducing new technology based on business needs and industry standards.
Experience with MAC OS, iOS and mobile technologies.
Image builds experience using Ghost/VMWare or similar technologies.
Microsoft SCCM, LANDesk, LabTech, VBScript and PowerShell.
Ability to work independently without intensive oversight – must be a go-getter and take initiative on a regular basis finding ways to avoid problems proactively rather than just fixing them after the fact.
Emphasis on sharing of knowledge through good communications, peer training, and written documentation.
Strong inter-personal skills.
Positive customer service and team attitude (helping others when required).
Bachelor’s Degree and/or other intermediate/advanced Apple or Microsoft Certifications.
Individuals will have 3 or more years of experience in a complex, fast-paced environment preferably in the financial industry.
Excellent project management, documentation and communication skills
About Harvard Partners, LLP, Trusted Advisors to IT
Harvard Partners is a management consulting firm focused on helping companies more effectively leverage their IT investment. We engage with the C-Suite and Technology Team to help them better understand their IT infrastructure and process in order to align the technology strategy and organization to reach the firm’s strategic business goals. Some of our practices include: • Program/Project Management and "PMO as a Service" • IT Assessments • Business Continuity/Disaster Recovery • Optimized Infrastructure • Concierge Managed Services • Data Center Strategy, Transformation, and Migration • Cloud Management Programs • Security Assessments and Remediation • Staffing, technical & tactical Working with the client’s staff, vendors, and consultants, we deliver supportive and collaborative engagements where direct dialog, simplified reporting, productive meetings, and clear responsibility and accountability encourage active participation resulting in consensus-based business outcomes.