Senior IT Analyst - Deskside

Senior IT Analyst - Deskside

Summary:

The Senior IT Analyst plays a critical role in ensuring seamless IT operations across our remote offices. Reporting directly to the IT Deskside Manager, this position is responsible for the support, maintenance, and installation of hardware and software, helping to drive efficiency and reliability within the organization. The ideal candidate is technically proficient, solutions-oriented, and proactive, with experience diagnosing and troubleshooting a wide range of software, hardware, and networking issues. This role requires strong collaboration with internal teams and stakeholders to maintain IT standards, ensure office setups meet company protocols, and provide exceptional end-user support. Adaptability and a commitment to excellence are key to succeeding in this role, as is the ability to travel for onsite assistance when needed. This role will require up to 70% travel.

Essential Duties:

IT Support & Maintenance:

• Maintain, support, and troubleshoot network devices such as desktops, laptops, tablets, printers, scanners, faxes, switches, routers, modems, patch panels, and wiring.
• Provide timely technical assistance, diagnosing and resolving software, hardware, and networking issues for end users.
• Install new IT equipment and ensure proper configuration while decommissioning outdated systems.
• Maintain and uphold IT Department standards, ensuring all remote offices are set up with standardized configurations and fully functional networking components.
• Ensure the physical appearance and organization of IT equipment, wiring, and networking infrastructure meet company standards.

Ancillary Systems & Security:

• Support and troubleshoot ancillary systems such as key fob access controls, gate systems, security cameras, and other internet-connected property devices.

Collaboration & Training:

• Provide second-level support and training to first-level help desk staff to enhance overall IT service delivery.
• Assist with IT aspects of new property acquisitions, ensuring a smooth transition and integration of systems.
• Support equipment moves and relocation of IT assets as necessary.

Travel & Onsite Assistance:

• Travel to remote offices as needed to provide hands-on technical support and ensure seamless IT operations.

Additional Duties: Tasks or duties not outlined in this job description may be required to contribute to the organization's success and efficiency.

Competencies:

• Adaptability and Flexibility (p): Navigates and thrives in changing environments, effectively managing multiple priorities and adapting strategies as needed.

• Attention to Detail (f): Show meticulous attention in all tasks, from documentation accuracy to the thorough review process. Proactively identify and correct discrepancies, ensuring high quality standards in every aspect of work.

• Collaboration (f):  Engage with team members to share resources and achieve common goals, participating actively in group efforts.

• Customer Service (p): Deliver outstanding service by proactively understanding and meeting the diverse needs of end users, resolving complex issues with empathy to drive satisfaction, and demonstrating a comprehensive understanding of service excellence standards.

• Problem Solving (p): Apply analytical and creative thinking to solve a range of complex problems, offering effective solutions that enhance operational efficiency and client satisfaction. Employ a blend of experience and innovative strategies to tackle challenges head-on.

• Technical Proficiency (p): Advance technical expertise to tackle complex challenges, enhancing operational processes and contributing to projects with technical precision.

• Time Management and Organization (p): Optimize time and resources across multiple projects, demonstrating exceptional organizational skills that enhance productivity and outcomes.
  
  

Qualifications:

Reasonable accommodation may be arranged to facilitate individuals with disabilities in fulfilling the essential duties of this role.

Education and/or Experience:

• Bachelor’s degree in Information Technology, Computer Science, or a related field (preferred),
• A minimum of 3 years of hands-on experience troubleshooting both hardware and software issues in a professional setting.
• Experience with Microsoft Windows in an Active Directory domain environment.
• Strong networking skills, including experience with TCP/IP, DHCP, and DNS troubleshooting; familiarity with VPN and firewall configurations is a plus.
• Experience installing, configuring, and maintaining network printers, scanners, copiers, and storage devices.
• Excellent communication skills, with the ability to clearly convey technical concepts to non-technical users and collaborate with cross-functional teams.
• Ability to travel to remote sites as required (estimated travel: 70%); must have a valid driver’s license.