(Temporary) IT Workplace Support Analyst

Mott MacDonald•Pensacola, FL

1d•Hybrid

About The Position

The Workplace Support Analyst provides deskside and remote IT support for PCs, end-user devices, and software within the region, reporting to the Workplace Support Lead or IT Manager. This is a 3-month contract position.

Requirements

IT-related qualifications desirable.
Microsoft Desktop training (MCSA for Windows Desktop preferred).
ITIL Foundation Certificate highly desirable.
Minimum 1 year of Desktop Support experience, ideally on a Service Desk.
Strong knowledge of desktop environments (hardware, software, corporate apps).
Experience in global organizations beneficial.
Familiarity with ticketing systems and service-level environments.
Knowledge of cybersecurity principles, frameworks, and threat mitigation strategies.
Excellent customer service and communication skills.
Ability to interact clearly and concisely with senior staff under pressure.
Strong English language proficiency.

Responsibilities

Maintain and support PC hardware/software, printers, scanners, photocopiers, conferencing equipment, and other endpoint devices.
Monitor and troubleshoot desktop issues (performance, connectivity, applications), manage virus outbreaks, and fulfill service requests (new PCs, moves, upgrades).
Provide support for non-desktop IT equipment (network devices, servers, telephony systems, server rooms).
Conduct routine and emergency site visits for IT incidents and infrastructure inspections.
Meet service level and operational targets for incident resolution and request fulfillment.
Escalate potential service level breaches to the regional Head of IT.
Keep stakeholders informed about ongoing incidents.
Work with local third-party service providers for troubleshooting and escalation.
Allocate tasks to IT contacts and super users in remote offices, providing remote guidance.
Document known errors and workarounds for Service Desk use.
Assist with network, server, and storage tasks under guidance from regional/global teams.
Provide last-mile support for hardware installation/removal and problem diagnosis.
Support IT projects and office moves.
Report local infrastructure issues (e.g., server room safety) to relevant staff.
Follow Mott MacDonald standards, policies, and regulations, including change management.
Record all IT support work in the IT management system.
Maintain accurate IT asset records.
Identify service improvements and own actions within the Workplace Services Improvement Plan.