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Technical - Desktop Support Analyst

Lancesoft

Tampa, FL

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JOB DETAILS
SALARY
$1
SKILLS
Administrative Skills, Adobe Creative Suite, Adobe Product Family, Analysis Skills, Android, Antivirus, Apple Macs, Apple iPhone, Artificial Intelligence (AI), Authentication, Business Solutions, Cloud Applications, Communication Skills, Computer Maintenance, Customer Escalations, Customer Relations, Customer Support/Service, Desktop Administration, Desktop PC, Diversity, Documentation, Email Management/Administration, Hardware Administration, Help Desk, High-Throughput Screening (HTS), Identify Issues, Inventory Management, Maintenance Services, Malware, Management of Information Systems/Technology (MIS), Microsoft Excel, Microsoft Outlook, Microsoft PowerPoint, Microsoft SharePoint, Microsoft Windows Azure, Microsoft Word, Mobile Devices, Network Connectivity, Network Software, Network System Hardware, Power BI, Printers, Problem Solving Skills, Project/Program Management, Research Skills, Scripting (Scripting Languages), Service Level Agreement (SLA), ServiceDesk, Software Administration, Software Installation, Strategic Planning, System Center Configuration Manager (SCCM), Systems Administration/Management, Team Player, Technical Support, Technical Writing, Testing, Time Management, Willing to Travel
LOCATION
Tampa, FL
POSTED
2 days ago
Job Description: The Hearst Enterprise Technology department provides IT services and support for all Hearst Divisions globally. This Group is responsible for ServiceDesk services & support, desktop support and all end user technology support.

We are seeking a dedicated and skilled IT Desktop Support Technician to join our Level-2 support team. The ideal candidate will possess a strong background in providing hardware and software support for both MAC and PC environments, along with experience in utilizing SCCM, JAMF, Office365, and Adobe applications. Additionally, the candidate should have experience in general inventory management and supporting AI integrations with office products.

This position reports into the US Service Desk Associate Director

Position Responsibilities: Customer Focus: Deliver exceptional customer service by effectively communicating with users to understand issues, providing timely resolutions, and escalating when necessary.
Issue Management: Effective evaluates and manages various end user situations and escalates to manager when necessary.
Teamwork & Collaboration: Effectively work with other HTS teams and management for responsive, effective information feedback, escalation and end user issue resolution.
Technical Support: Provide comprehensive desktop support for MAC and PC users, addressing hardware and software issues promptly and efficiently.
Technical Support: Provide support for the end users regarding issues with network connectivity from home and office, all types of printers, corporate email, handheld devices, scanners, and a multitude of software applications.
Office365 Support: Administer and troubleshoot issues related to Office365 applications, including Outlook, Word, Excel, PowerPoint, Teams, SharePoint, and OneDrive.
Adobe Suite Support: Provide support for Adobe Creative Cloud applications, addressing installation, authentication and access issues.
Software Deployment: Utilize SCCM and JAMF for software deployment and management, ensuring smooth and consistent application installations and updates.
Inventory Management: Oversee general inventory management, including tracking and maintaining hardware (CMDB) and software assets and desktop refresh utilizing the corporate ITAM tool as well JAMF, SCCM, PowerBI and other tools to maintain the integrity and accuracy of the asset inventory.
AI Support: Assist with end user issues and support of AI tools with office products, ensuring seamless operation and user productivity.
Documentation: Maintain accurate and up-to-date documentation of technical procedures, troubleshooting steps, and system configurations.
Incident and Service Request SLA Achievement: Achieve and maintain monthly SLA target for INCIDENTS (93%) throughout the year. Achieve and maintain monthly SLA targets for SERVICE REQUEST Tasks (84%) throughout the year.
Ability to configure and troubleshoot email clients such as Microsoft Outlook.
Configure, deploy and support mobile devices such as Android, and iPhones for all users.
Lead and supervises IT projects as directed by the Regional Manager
In depth knowledge of Azure AD & On-Prem AD administration
Familiar with anti-virus/ Malware protection
Understanding of login scripts.
Identifies software application, network and hardware malfunctions and takes appropriate action to resolve



Position Characteristics: 5+ years of IT experience
Proven experience in progressive IT roles within a large, complex organization with diverse lines of business and systems
Bachelor's degree in a technical discipline or equivalent working experience
Experience in delivering support to a diverse company
Provide a proven ability to communicate effectively throughout all levels of associates and with those from diverse cultural backgrounds
Excellent analytical and problem-solving skills
Excellent communication, presentation, influencing, and relationship- building skills
Ability to connect and guide teams through rapid change and maintain focus on the delivery of strategic initiatives
Demonstrated success guiding large scale initiatives across an enterprise
Willingness to travel depending on current needs
Have a can do attitude regarding all aspects of support while working for the IT Department of the company.
Great research and troubleshooting skills to obtain quick effective solutions for complex network, software or hardware issues that are not familiar to our Desktop support group.
Work either in a team environment, or alone, with minimal supervision and still provide a very high level of service, support, and work ethic.



EEO Employer
LanceSoft is a certified Minority Business Enterprise (MBE) and an equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. LanceSoft makes hiring decisions based solely on qualifications, merit, and business needs at the time.

About the Company

L

Lancesoft

We are a $125 Million, NMSDC-certified Minority & Woman owned Workforce Solutions Company headquartered in the DC metro area with presence across US with global presence - Canada, Mexico, India, UK, Malaysia, Indonasia, Hongkong, Singapore, UAE. We are specialized in providing Workforce Solutions, SOW project delivery, Engineering Solutions, Creative Services. We currently support 100+ Fortune companies globally and across multiple industry segments. We are currently supporting several massive programs across industry segment nationally/globally (Intel, Ally, AMD, QUALCOMM, Morgan Stanley, Kraft/ Mondelez, MNP, Amdocs, Dell, SanDisk, Medtronic, Becton Dickinson, GE, Lockheed Martin, UTC, L-3 Communications, Caterpillar, BMW, Mercedes Benz, National Grid, Dominion, Energy Future Holdings, PSEG, 3M, Fidelity, Aetna, Humana, Johnson & Johnson, Pfizer, Merck etc). 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, identity, national origin, disability, or protected veteran status.

COMPANY SIZE
2,000 to 2,499 employees
INDUSTRY
Staffing/Employment Agencies
FOUNDED
2000
WEBSITE
http://www.lancesoft.com/