Client Computing Analyst

High Company LLC•Lancaster, PA

About The Position

The Client Computing Analyst executes day-to-day support of High Companies’ end-user computing environment and supports information technologies and infrastructure across its business units. The analyst assists with resolving desktop support issues and identifying matters that should be routed to network, server, or cybersecurity teams. The role requires effective teamwork in a fast-paced environment and excellent customer service, including explaining solutions by phone, email or instant message, and in person. The analyst works as part of the Client Computing team under the direction of the Client Computing Manager.

Requirements

Associate’s degree or equivalent experience in computer software and hardware.
3–5 years of recent technical support experience with personal computer-based hardware, including PCs, Macs, mobile devices, copiers, printers, and peripherals.
Experience with PC imaging technologies, including Microsoft Deployment Toolkit and Autopilot.
Ability to assess hardware and software issues and make technical decisions with minimal supervisor assistance.
Experience providing software support for Microsoft operating systems and Microsoft Office 365 products.
Active Directory knowledge, including user administration, OU structures, and computer objects.
Basic network troubleshooting knowledge.
Previous experience supporting multi-factor authentication products.
Previous experience providing second-level support in a corporate environment.
Working experience with processes including incident management, problem management, and patching.
Problem-solving skills for networks, applications, and business processes, including the ability to identify root causes.
Experience with software push technology.
Organizational skills to complete assigned tasks on time and with minimal supervision.
Demonstrated customer service focus.
Ability to work effectively as a team member in a fast-paced environment and explain solutions by phone, email or instant message, and in person.

Nice To Haves

Group Policy knowledge.
Experience with encryption software.
Experience with endpoint security products.
Asset management experience.
PowerShell scripting knowledge.

Responsibilities

Troubleshoot, diagnose, and resolve hardware and software issues using appropriate diagnostic techniques.
Provide prompt issue resolution and excellent customer service.
Record problems and their resolutions.
Perform base computer imaging.
Carry out asset management tasks, including inventory receipt, asset assignment, retirement, tracking, and reporting.
Send IT communications to various groups as requested.
Follow up with customers.
Provide feedback on processes and recommend improvements.
Maintain technical documentation and the service catalog covering software installation, hardware configuration, and troubleshooting.
Suggest improvements to procedures.
Perform other duties and assignments as required by the Client Computing Manager.