IT Sr Deskside Analyst

Columbia Distributing•Wilsonville, OR

4h•Onsite

About The Position

The IT Sr Deskside Analyst will participate as a member of the IT Infrastructure team, responsible for the deployment, management, support, and testing of Infrastructure systems and end-user computing systems. This role involves setting and enforcing IT standards across all computing platforms, building and configuring end-user hardware, and providing support for corporate network and voice/telephony hardware. The analyst will manage incidents, fulfill requests, offer white-glove support to users, and assist with IT Service Desk call and ticket queues. Key responsibilities include administering identity and access management, messaging systems, software deployment, virtual desktop management, mobile device management, and endpoint management tools. The role requires providing remote and on-site technical support to various sites, engaging with third-party vendors, and supporting IT projects. Additionally, the analyst will identify and recommend IT process improvements, work within the ITSM/ITIL framework, diagnose and solve problems, and respond to emergency situations. Developing positive and cooperative relationships with colleagues and stakeholders is also essential.

Requirements

Minimum 2-4 years relevant experience
Possess a valid driver's license and have access to reliable to transportation
Knowledge and experience administering and support multiple aspects of technical infrastructure and end-user computing.
Strong familiarity with Microsoft services and solutions (Windows Server, Active Directory, Group Policy, DNS, DHCP, Office365 and MS Exchange, SharePoint, SCCM, MDOP, Skype/Teams, software licensing, software distribution, Windows image management)
Strong Knowledge of Video Conferencing systems (Cisco WebEx)
Strong familiarity with Mobile device management (Avalanche, IBM Maas360, Airwatch, Intune, iOS, Android, Ruggedized form factors (RF, voicepick, tablets), Cellular technology and phone line management
Familiarity with Core Infrastructure services such as Hosting, Storage and Backup (Windows, SQL serve, VMware, VEEAM, Citrix, SAN, IIS, IBM iSeries)
Familiarity with Networking solutions and concepts (Cisco Network security, route, switch, SD-WAN)
Familiarity with Voice/Telephony (Cisco CUCM, UCCX, CUAC, SIP Trunking, Softphones, call flow, call routing, PBX systems)
Experience with ServiceNow or other ITSM tool, Asset management)

Nice To Haves

Possess a strong ability to self-learn new technologies
Possess a high level of integrity
Excellent troubleshooting, analytical and problem skills
Excellent verbal, written and interpersonal communication skills
Excellent time management and ability to self-prioritize work
Commitment to quality and excellent customer service
Preferred 4-year degree or trade school certificate in Computer Science or related field in lieu of experience
Microsoft, Cisco, A+, ITIL or other relevant certifications preferred

Responsibilities

Participate as a member of the IT Infrastructure team for the deployment, management, support, and testing of Infrastructure systems and end-user computing systems to help set, implement and enforce IT standards across all computing platforms
Build, configure and implement end-user hardware, such as PCs, Mobile Devices, AV and Video conferencing solutions and related software
Provide support and administration for corporate network and voice/telephony hardware and provide end-user support/training as needed
Manage and resolve incidents, fulfill requests, provide best-in-class white-glove support for users as required and provide support for the IT Service Desk call and ticket queues as required
Administer identity and access management, messaging systems, software and PC image deployment, virtual desktop management, mobile device management and endpoint management tools
Provide remote and on-site technical support to sites across Oregon, Washington and California as required
Engage with 3rd party vendors to research/implement new services and resolve technical problems on equipment and systems
Support and contribute to the successful delivery of business-driven and internal IT projects and enhancements
Identify, research and recommend IT process improvements or new technologies that increase efficiency and benefit the business
Work within ITSM/ITIL framework and toolset to create and manage incidents, problems, requests, changes, assets and knowledge articles
Diagnose problems and solve issues, often under time constraints
Rapidly respond to emergency situations, including direct response as well as coordination and communication of progress updates to IT staff, vendors and business partners, both during and outside of normal business hours
Develop and maintain positive, cooperative and team-oriented relationships with co-workers, supervisors, managers, and others you come into contact with through your job