Deskside Support Analyst

Buffalo - Depew

Full time

Job_Req_55090

Job Description :

Position - Deskside Support Analyst

Location - 3010 Walden Ave - Depew, NY,

In office - 5 days a week

News Corp is looking for a Deskside Support Analyst to provide internal facing technical support for our

employees and contractors. Global Technology is a shared technology services model across several

News Corp business units including; Dow Jones, HarperCollins, The New York Post, and Realtor.com.

Candidates should have a passion for technology and a desire to help people. The individual in this role

has a wide scope of responsibilities including PC, Mac, networking, SCCM, Active Directory, Office 365,

Google suite and more. They will provide assistance with issues, questions, and requests submitted by

our customers via remote access, through email, ticketing system, and/or hands on intervention as

needed. Deskside Support Analyst are responsible for coordinating appropriate interactions to address

every request to resolution.

Position mandates continuous learning as new technologies emerge or as the company implements

them. Qualified applicants will have in-depth knowledge of Windows and Mac desktop environments,

exhibit resourceful thinking, maintain a willingness to find answers, all while exhibiting excellent

interpersonal interactions with customer base. This is a vital IT team member who increases customer

satisfaction. Ability to successfully communicate technical information, both written and verbal, to a wide

range of users is required.

Responsibilities:

Work directly with customers in person, via phone, via ticketing system, and email

Image, deploy, and maintain all HW including desktops, laptops, monitors, docking stations and

desktop printers

Installation, configuration and troubleshooting of:

o MAC and Windows OS

o Various applications

o Basic network connections

Conference room video and audio support

o Support/set up of audio visual equipment

o Support employee meeting setup

Desktop support will provide training on applications and share responsibility for training new

employees

Support all models of cellular/tablet devices, including Android, IOS and mobile operating

systems

Support remote users as needed

Maintain accurate asset inventory - CMDB

This position is on-site 5 days per week

Major Accountabilities:

Troubleshooting

Resolves 1st and 2nd level support issues concerning hardware, software, networking, active

directory, applications, and meeting coordination

Responds to all queries, triaging each in a prioritized and timely manner

Records issues in the tracking software and escalates complex issues to appropriate 3rd level

support

Owns incident and request tickets, performs follow-up, and ensures proper closure is reached

and communicated

Hardware

Provides hardware support for PCs, Macs, printers, network, VoIP phones, wireless and

handheld devices

Able to deploy OS images for PC and Mac

Coordinates with vendors and service providers for in-warranty hardware replacement and

service

Follows standard guidelines to install and configure new equipment and peripherals, moving, and

updating equipment for regular replacement and to accommodate staff moves and changes

Software

Provides support for software with emphasis on Microsoft Windows and Office products, Apple

OS X, Adobe creative suites, terminal services session, and other in-house applications

Responsible for updating and maintaining software products and applications as required

Asset Management

Accurate and timely physical management of assets, as well as accurate documentation within

our internal database (CMDB) is an essential element to the position

CMDB accuracy is critical to the business as the primary inventory tool

Other

Participates in the evaluation, piloting, testing and launch of new hardware, software and apps

Participates in various IT initiatives, desktop projects and research

Proposes process improvements

Create desktop communications, announcements and presentations to the company and sub

groups

Researches using web, manuals, publications, etc., including other IT staff and vendors to

troubleshoot and answer customer questions

Manages, maintains, and improves technical documentation

Required Skills:

Two-year or Bachelor's Degree in computer sciences or minimum 2 years previous working

experience in a corporate IT environment

Working with PC and Mac hardware, network printers and computer networks

Must hold competent oral and written communication skills

Must assist with phone, email support and in person deskside support

Expert troubleshooting skills of Windows , SCCM, Antivirus software, Adobe creative suites, Mac

OS X, OSX disk utility, Microsoft Office365

Good written, oral, and interpersonal skills

Customer service oriented, team player, good listener

Ability to lift 20 lbs., and agility to work under desks at times

Desired Skills:

Ability to multitask, in a fast-paced environment

Independently plan, organize, and prioritize workload

Possess analytical thinking, and problem-solving skills

Commitment to customer service

Must be self-motivated, energetic, and proactive personality

Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status or any other protected characteristic. EEO/Disabled/Vets

Reasonable Accommodation

We are committed to providing reasonable accommodation for qualified individuals with disabilities in our job application and/or interview process. If you need assistance or accommodation in completing your application or participating in an interview due to a disability, email us at humanresources@newscorp.com . Please put "Reasonable Accommodation" in the subject line and provide a brief description of the type of assistance you need. This inbox will not be monitored for application status updates.

Please refer to the privacy notice at the bottom of this page for submitting any data access, deletion, or other data subject rights requests, where permitted under your local laws and regulations.

Base Pay Range: $40,000 - $50,000

We're committed to offering competitive and flexible compensation to attract top talent. This pay range reflects our good faith estimate for the role and may vary based on a candidate's experience, skills, location, and other relevant factors.

For bonus-eligible roles, targets are determined based on multiple considerations, including market benchmarks and individual contributions.

For benefits-eligible roles, we offer a comprehensive and competitive benefits package covering health, retirement, wellbeing, and more, along with optional benefits to meet the diverse needs of our employees.

News Corp (Nasdaq: NWS, NWSA; ASX: NWS, NWSLV) is a global, diversified media and information services company focused on creating and distributing authoritative and engaging content and other products and services. The company comprises businesses across a range of media, including: information services and news, digital real estate services and book publishing. Headquartered in New York, News Corp operates primarily in the United States, Australia and the United Kingdom, and its content and other products and services are distributed and consumed worldwide. More information is available at: http://newscorp.com.

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