Senior Desktop Support Analyst

Milton Hershey School • Hershey, PA

379d • $56,118 - $74,922

About The Position

The Senior Desktop Support Analyst (SDSA) at Milton Hershey School is a full-time role responsible for leading the technical support for the school's computer environment. This position focuses on delivering exceptional customer service while managing and optimizing Windows and Apple systems. The SDSA will troubleshoot complex technical issues, mentor team members, and collaborate with cross-functional teams to enhance service delivery and user satisfaction.

Requirements

• Associate's degree in a Technology related field.
• 5 years of experience in user technical support, with a focus on enterprise-level Workstation management and imaging.
• Experience using and supporting Windows, iOS, and Mac OS operating systems.
• Proficiency in Microsoft Endpoint Configuration Manager (MECM), InTune, AutoPilot, and JAMF.
• Proven experience in a team lead or mentoring role, with strong leadership skills.
• Excellent technical troubleshooting capabilities, capable of diagnosing and resolving complex issues.
• Exceptional communication skills, both verbal and written, with a strong customer service orientation.
• Ability to manage multiple priorities and work effectively under pressure.
• Knowledge of ITIL best practices.

Responsibilities

• Manage and optimize a fleet of computers, ensuring performance, security, and compliance with organizational standards (Windows and Apple).
• Utilize Microsoft MECM and JAMF to manage the deployment, configuration, and management of client computer and software systems.
• Provide technical leadership for a team of client services analysts and provide escalation support for technical related issues.
• Analyze and resolve complex technical issues, ensuring timely and effective solutions.
• Collaborate with cross-functional teams to implement new technologies and improve existing processes.
• Document imaging processes, best practices, and troubleshooting procedures for Workstation management.

Benefits

• Comprehensive benefits package
• Competitive salary

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Educational Services
• Education Level: Associate degree