IT support analyst

该职位来源于猎聘 主要工作职责

• Service Delivery Management
• Endpoint Deployment Program (PC deployment and refreshes including vendor management, user coordination and technical escalations)
• Service Desk Support (escalations, major incident management, problem management, KPIs and reporting)
• Mobility Program (telecom expense management, mobile device management, mobile help desk escalations, mobility architecture and capability development)
• Technical Consultant and Liaison to Project Teams
• Participate in and lead device selection and scoping exercises
• Work with teams on deployment and management policy and strategy
• Work with teams to architect and engineer new capabilities for endpoint computing devices
• Global Standardization and Procurement on Hardware
• Work with local teams to develop and align on standard processes for deployment, management, maintenance and service.
• Work with Global Procurement Team to develop and manage global catalog of endpoint devices to ensure consistency and standardization
• Function as technical subject matter expert (SME) and provide scoping and specification of new devices for specific applications
• Project Management for Special Initiatives
• Application discovery, migration planning, application packaging, compatibility testing, etc.
• Develop and Maintain SOPs and documentation for all endpoint infrastructure.
• Work with infrastructure and cloud teams to maintain endpoint environment ensuring the adherence to standard IT Service Management (ITSM) processes including incident management, change management, and problem management
• Research and recommend innovative and automated approaches for tasks
• Interact, negotiate and manage third party vendors for both operate and maintain activities as well as project work where required
• Support highly available global infrastructure by participating in an on-call rotation 技能要求
• In depth knowledge of endpoint computing hardware including PCs, tablets, mobile devices, etc.
• Proven, advanced knowledge of user operating systems including Microsoft Windows, Apple MacOS & iOS, Google Android, etc.
• Knowledge of Microsoft Server Systems including Active Directory, SCCM, DNS, DHCP
• Experience with Windows 10/11 design, architecture and deployment methodologies
• Experience with deploying and supporting Microsoft Modern Management platforms including InTune, SCCM Cloud Management Gateway, Windows Autopilot
• Direct, hands on experience supporting complex networks including the use of standard troubleshooting tools
• Expert problem-solving skills
• Experience with standard project management methodologies
• Good verbal and written communication skills including the ability to communicate effectively with customers and internal staff
• 3 to 5 years relevant experience in computer and mobile device deployment, management and support
• Familiarity with ITIL framework
• Travels occasionally (up to15%) - Domestic/International