Job Summary
Woods Hole Oceanographic Institution is currently searching for a Senior Desktop Support Analyst to join the Information Services Department. This is a regular, full-time, non-exempt position, and is eligible for full benefits.
Job Description
The Senior Desktop Support Analyst is a senior member of the End User Technology Systems team within the Information Services department. This position uses advanced information technology knowledge and skills to provide technical support for all applications and services that are specified in the IS Services Catalog including but not limited to: hardware and software; equipment lending; purchasing; mobile devices; peripherals; backup and archiving; network and wireless connectivity; email; virus/malware removal; remote access.
With minimal supervision to achieve objectives, this role identifies and participates in projects that support science, research, or business activities through the demonstration of in-depth knowledge and one or more specialized skills; ensures that users experience minimal disruption by quickly and accurately resolving technology problems while working independently; provides assistance and training to end users, as well as training within the department; and builds positive customer relationships and investigates and provides solutions to issues. The successful candidate will be expected to work on tasks requiring creativity and independent thinking along with a proven understanding of fundamental computer principles. This position is also expected to represent desktop and end user computing in IS projects that span the various departments within the Institution. This is a customer-facing role that often makes on-campus visits to the individuals in need and provides phone and remote support. The current expectation is for this person to be on campus two days per week.
Essential Functions & Duties
- Create alternative methods of completing tasks, correcting user errors and system inconsistencies to improve the desktop team function.
- Ensure that all requests for support are acted upon in a timely and professional manner within the End User Technology group. Engage other IS groups/staff as necessary.
- Prioritize work according to business need and impact with minimal support.
- Utilize extensive experience to assist with the most complex issues, which other staff are unable to resolve.
- Identify risks to users and propose solutions. Continuously work towards risk mitigation for user access issues across multiple platforms on all platform environments.
- Develop and maintain effective professional working relationships with other IS team members.
- Assist other IS groups with executing IS related projects.
- Build positive customer relationships, and work with clients to understand and respond to issues efficiently and accurately.
- Liaise between decision makers of related projects and the End User Technology group.
- Provide guidance and mentorship to other End User staff.
- May assume supervisory roles when End User technology manager is absent.
- Assist all users with IS related incidents when called upon and take ownership of issues by carrying out problem analysis implementing temporary or permanent fixes to restore service to the customer as soon as possible.
- Configure, deploy, maintain, trouble shoot and support computer workstations, desktops, laptops, printers, mobile devices, telecommunications, and A/V equipment.
- Install and support Windows, Apple and Linux desktop and laptop operating systems.
- Provide high level complex technical support for computer controlled scientific instrumentation and a large variety of devices due to a partly bring-your-own-device (BYOD) environment.
- Ensure users' desktop/laptop computers interconnect with systems including file servers, cloud services, email servers, unified communications, and computer conferencing systems.
- Document procedures, troubleshooting strategies, standards, best practices, configurations, techniques, installation sequences and back-out instructions.
- Demonstrate flexibility to provide coverage within the department as needed in order to ensure consistent and continuous support to the WHOI community.
- Work with hardware and software vendors to verify timely product delivery and ensure that new equipment is installed and ready to operate on schedule.
- Effectively seek out opportunities for continuous improvement and automation for all End User Technology processes.
Required Experience & Education
- At least five (5) years of related experience demonstrating clear progression of skills, particularly in an area of expertise. Demonstrated ability to perform the essential functions of the position.
- Experience with Microsoft system platform technology (Win XP, 7, 8, 10, Active Directory).
- Experience in Linux/UNIX system platform technology for desktop computers (Ubuntu, Debian, CentOS, RedHat).
- Familiar with IT network infrastructure components and the various related technologies, such as switches, routers, TCP/IP, DNS, (DHCP/Static IP), wireless.
- Familiar with server virtualization (VMWare).
- In-depth knowledge of Windows Registry.
- Proficient with the latest hardware platforms including multiprocessor and multi-monitor setups.
- Proficient with mobile platforms technologies such as iPhone, iPad, Android, Surface.
Preferred Experience & Education
- Bachelor's degree in a related field.
- Familiar with AV technology.
- Relevant technical certifications.
Additional Job Requirements
- Must have access to remote home office including reliable internet access.
Affirmative Action/EEO Statement
Woods Hole Oceanographic Institution (WHOI) provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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