Senior Deskside Support Analyst

News Corp•Brownsburg, IN

3d•Onsite

About The Position

News Corp is seeking a Senior Deskside Support Analyst to provide internal technical support to employees and contractors. Global Technology is a shared technology services model supporting business units including Dow Jones, HarperCollins, The New York Post, and Realtor.com. The role covers a broad range of desktop and end-user technologies, including PC and Mac environments, networking, SCCM, Active Directory, Microsoft 365, and Google Workspace. The analyst responds to issues, questions, and requests through remote access, email, a ticketing system, and hands-on support, coordinating appropriate interactions and following requests through to resolution. The position requires continuous learning as technologies emerge and the company implements them, strong Windows and Mac knowledge, resourceful problem-solving, and excellent customer communication. The position is based in Brownsburg, Indiana, and is in office five days per week. The analyst provides first- and second-level troubleshooting across hardware, software, networking, Active Directory, applications, and meeting coordination. Responsibilities include deploying and maintaining equipment, supporting warehouse and production technology such as RF devices and label printers, assisting with conference-room audiovisual equipment, supporting mobile devices and remote users, and maintaining accurate asset records in the CMDB. The role also participates in technology evaluations and IT initiatives, proposes process improvements, prepares desktop communications and presentations, and maintains technical documentation. The work may involve supporting users on a warehouse floor where equipment can be exposed to dust, noise, temperature variations, and continuous operational activity. The role requires the ability to lift 20 pounds and sometimes work under desks.

Requirements

At least 5 years of hands-on desktop and end-user technical support experience in a large-scale, high-volume environment.
Experience supporting warehouse, distribution, manufacturing, or logistics operations, including technology used in fast-paced production environments.
Strong experience troubleshooting Windows workstations, laptops, RF/scanner devices, label printers, monitors, peripherals, and other IT equipment.
Experience with device imaging, software installation and configuration, troubleshooting, and hardware replacement.
Experience troubleshooting wired and wireless network connectivity issues involving devices, printers, and RF equipment.
Experience working with hardware and software vendors to troubleshoot issues, coordinate repairs, and manage equipment replacements.
Ability to diagnose and resolve technical issues with minimal supervision while prioritizing multiple requests in a time-sensitive environment.
Experience supporting users on a warehouse floor and working in environments with potential dust, noise, temperature variations, and continuous operational activity.
Experience documenting incidents, troubleshooting steps, equipment changes, and resolutions in a ticketing or IT service management system.
Strong communication and customer-service skills and the ability to work effectively with warehouse operations, management, IT teams, and external vendors.
Ability to lift 20 pounds and work under desks at times.
In-depth knowledge of Windows and Mac desktop environments.
Ability to communicate technical information effectively, both in writing and verbally, to a wide range of users.

Nice To Haves

Ability to multitask in a fast-paced environment.
Ability to independently plan, organize, and prioritize workload.
Analytical thinking and problem-solving skills.
Commitment to customer service.
Self-motivated, energetic, and proactive personality.

Responsibilities

Work directly with customers in person, by phone, through the ticketing system, and by email.
Image, deploy, and maintain desktops, laptops, monitors, docking stations, desktop printers, and other hardware.
Install, configure, and troubleshoot Mac and Windows devices, RF devices, applications, printers, label printers, and basic network connections.
Set up and troubleshoot conference-room audiovisual equipment and assist with employee meeting setup.
Provide application training and share responsibility for training new employees.
Support cellular and tablet devices, including Android and iOS devices and mobile operating systems.
Support remote users as needed.
Maintain accurate asset inventory and documentation in the CMDB.
Resolve first- and second-level support issues involving hardware, software, networking, Active Directory, applications, and meeting coordination.
Respond to and prioritize queries in a timely manner; record issues in tracking software and escalate complex issues to third-level support.
Own incident and request tickets, follow up, and ensure resolution and closure are communicated.
Provide hardware support for PCs, Macs, printers, network equipment, VoIP phones, wireless devices, and handheld devices.
Troubleshoot RF devices, including wiping and reinstalling device software, and coordinate replacement of physically damaged devices with vendors.
Troubleshoot label printers, including network connectivity, paper jams, and software issues, and coordinate vendor support as needed.
Deploy operating-system images for PC and Mac devices.
Coordinate with vendors and service providers on in-warranty hardware replacement and service.
Install and configure equipment and peripherals, and move or update equipment for replacement cycles and staff changes.
Support software, especially Microsoft Windows and Office products, Apple OS X, Adobe Creative Suite, terminal services sessions, and in-house applications.
Update and maintain software products and applications as required.
Participate in evaluation, piloting, testing, and launch of new hardware, software, and applications.
Participate in IT initiatives, desktop projects, and research, and propose process improvements.
Create desktop communications, announcements, and presentations for the company and subgroups.
Research technical questions using web resources, manuals, publications, IT colleagues, and vendors.
Manage, maintain, and improve technical documentation.