Digital Workplace Analyst

SoundExchange, Inc.•Washington, DC

8h•$77,000 - $87,000•Hybrid

About The Position

SoundExchange is currently recruiting a Digital Workplace Analyst to join our Digital Workplace team in Washington, DC. As the first point of response to all tech support related inquiries, the ability to thrive in our fast-paced, highly collaborative environment is essential. Ideal candidates must share our commitment to excellence with honesty, integrity, and personal accountability. Strong communication skills, customer service, and the ability to interact professionally with a diverse group of technical personnel, executives, managers, and subject matter experts are essential.

Requirements

Proficient with performing ticket triage and resolution in a ticketing system.
Expert in creating and maintaining knowledge base articles.
Experience imaging, deploying, and troubleshooting managed devices.
Proficient with Microsoft Active Directory, Exchange, Windows 11, Office 365, Outlook, and Okta.
Experience with configuring/troubleshooting VPN clients and antivirus software
Experience with Video Conferencing and supporting conference rooms
High School Diploma or equivalent.
Must have two or more years of experience servicing users in a Desktop Support or similar role.
Excellent soft skills are a must, as the selected candidate will regularly communicate will all levels of our user community.
Must be able to self-prioritize, pivot, and adapt quickly in a fast-paced, highly collaborative environment.
A sense of ownership for task completion that ensures an optimum client experience is a must.

Responsibilities

Responsible for account management for our end user community.
Install, configure, maintain, and troubleshoot end-user workstation hardware, software, and peripheral devices.
Ensure workstation data integrity by implementing and managing appropriate software and hardware solutions.
Diagnose hardware and software failures, communicate the remediation plans to users, provide status updates, and resolve in a timely manner.
Provide software support for users, including basic to advanced software operations and general use of computers and peripherals.
Setup and support high profile meetings
Conduct routine hardware and software audits of workstations to ensure compliance with established standards, policies, and configuration guidelines.
Track and update the movement of all IT assets (laptops, desktops, printers, cellular devices, etc.) by maintaining the accuracy and integrity of the asset management database.
Provide ad hoc reporting within time prescribed time constraints.
Troubleshoot and proactively monitor IT systems, workstations and peripherals, software, and various business applications to identify and routinely conduct root cause analysis to determine and correct operational issues.