Desktop Support Analyst – End User Experience-MAC experience

Desktop Support Analyst – End User Experience-MAC experience

Requirements

• Associate’s Degree in Computer Science, Information Systems, or related field of study, or equivalent work experience
• Minimum of 2-3 years of experience in IT support roles, specifically in desktop support or helpdesk environments
• Experience with MacOS, preferably how they interact with an enterprise environment such as Active Directory and Intune
• Recent demonstrated experience with management of MacOS-based devices using platforms such as Intune, Jamf and/or Addigy
• Experience with Windows 10/11 operating systems and Microsoft Office 365
• Familiarity with endpoint device management, including installations, upgrades, and troubleshooting
• Experience with incident management tools, such as ServiceNow, is preferred
• Strong customer service skills and the ability to communicate technical concepts to non-technical users

Responsibilities

• Support the Mission and Vision: Supports the mission and vision of Owens & Minor’s Global Infrastructure Delivery Excellence organization, fostering a business-oriented culture and mindset driven by continual service improvement techniques.
• Provide Technical Support: Answer and resolve endpoint migration-related requests/incidents over the phone, Teams, remotely, or in-person efficiently and professionally as part of a global Desktop Support Team.
• Diagnose and Troubleshoot Issues: Offer Level One to Level Three solutions by diagnosing hardware, software, printing, and network connectivity issues, including LAN, WAN, WLAN, and VPN access in a MacOS, Windows 10/11 and Microsoft Office 365 environment.
• Configure Endpoint Devices: Configure endpoint hardware/software, including desktops and laptops, ensuring proper setup and functionality.
• Manage Incident Resolution: Proficiently manage the resolution of inbound requests and/or incidents, balancing the need for customer service and issue resolution.
• Communicate Technical Concepts: Effectively translate moderately complex technical concepts into easy-to-understand language to assist non-technically oriented customers.
• Record Interactions: Record all interactions with customers in an incident management tracking tool (ServiceNow) to ensure accurate documentation and tracking of issues.
• Install and Update Software: Oversee the installation and update of computer software on end-user computers as needed.
• Respond Timely: Respond to requests in a timely manner to ensure minimal disruption to end-user productivity within expected SLAs.
• Collaborate with Teams: Coordinate and escalate issues to other teams as needed, providing feedback to ensure an excellent customer service experience.
• Stay Informed: Stay abreast of new technologies and platforms, providing recommendations on emerging technologies that should be considered within the EUX Endpoint Lifecycle Management.
• Support Special Projects: Provide support on special projects and initiatives as business needs evolve, such as Windows 10 to Windows 11 migration.
• Maintain Best Practices: Collaboratively establish, update, and maintain best practices for the entire end-user endpoint lifecycle support process.
• Provide input on training programs designed to educate our computer users about basic computer use and specialized applications.

Preferred Qualifications

• Experience with incident management tools, such as ServiceNow, is preferred.