Client Computing Analyst

High Companies•East Lampeter Township, PA

About The Position

The Client Computing Analyst provides day-to-day support for High Companies’ end-user computing environment and information technologies and infrastructure across its business units. The role resolves desktop-support issues and identifies issues that should be routed to network, server, or cybersecurity teams. It requires effective teamwork in a fast-paced environment and strong customer service, including the ability to explain solutions by phone, email or instant message, and in person. The analyst is part of the Client Computing team and works under the direction of the Client Computing Manager.

Requirements

Associate’s degree or equivalent experience in computer software and hardware.
Three to five years of recent experience supporting personal-computer 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.
Knowledge of Active Directory, including user administration, OU structures, and computer objects.
Basic knowledge of network troubleshooting.
Previous experience supporting multi-factor authentication products.
Previous experience providing second-level support in a corporate environment.
Working experience in process areas including incident management, problem management, and patching.
Demonstrated problem-solving skills involving networks, applications, and business processes, with the ability to identify root causes.
Experience with software push technology.
Organizational skills to complete assigned tasks on time with minimal supervision.
Demonstrated customer-service focus.

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