Senior Desktop Support Analyst

Dimensional Fund Advisors•Charlotte, NC

5d•Hybrid

About The Position

Dimensional was built around a set of ideas bigger than the firm itself. With a confidence in markets, deep connections to the academic community, and a focus on implementation, we go where the science leads, and continue to pursue new insights, both large and small, that can benefit our clients. The Technology Department at Dimensional leverages the rapidly evolving state of the art to engineer the platforms that power the innovative, research-driven financial and technical products to improve our client’s financial lives. As a Senior on the End User Computing Services team, you will assist in the development, design, configuration, security, and implementation of desktop operating systems, hardware standards, and core applications. You may be a fit for this role if you: Are open-minded, curious, and resourceful Are passionate about and stay current with emerging technologies Solve problems systematically and transparently Share ideas, solicit/integrate feedback, design and solve collaboratively Demonstrate automation and security mindsets

Requirements

5+ years’ experience working within a technical support role, supporting end users to include executives, including proven and demonstrable PC (desktop, laptop, mobile devices), printer, monitor, phone, and other IT hardware troubleshooting skills.
3+ years’ experience with Microsoft technologies, including Windows 11 Operating Systems, Microsoft Office/Office365, Active Directory, Intune, and Exchange Management Console.
Demonstrated professional experience with peer influence, training experience, escalation management, creating processes and program oversight.
Must have excellent customer service skills including being proactive, friendly, and approachable while maintaining composure in tense, high-pressure situations.
Experience with Active Directory (creating user accounts, distribution lists, performing password resets and account unlock etc.).
Experience with remote support applications such as Log Me In Rescue, Remote Desktop Connection, etc.
Experience using a ticketing system such as ServiceNow or similar, to manage workload.
Excellent organizational and problem-solving skills.
Exceptional verbal and written skills, with the ability to articulate a clear point of view on complicated issues in clear, concise communications at various levels of the organization including executives and cross-functional teams.
Ability to work in a fast-paced environment, work independently or as part of a team and manage time effectively.
Excellent technical knowledge of workstation and desktop hardware and software including but not limited to, Windows 11, Mac OS, and Linux.
Has strong knowledge of DNS and DHCP services in a Microsoft environment.

Nice To Haves

Degree in Computer Science, Computer Engineering, or related field; experience will be considered in lieu of a degree.
A+ Certifications.
Certification in ITIL Foundation (v3/v4).
Software distribution tools – Microsoft SCCM 2012 and Intune.
Experience supporting Video Conferencing equipment.
Experience working with Sentinel One
Experience working with Microsoft Intune mobile/tablet app support.
Experience working with Mac OSx and Jamf.
Experience working with Ubuntu/Linux.
Experience using scripts and automation processes.

Responsibilities

Prioritize and manage critical incidents to maintain business continuity.
Investigate root causes of recurring incidents.
Implement preventative measures to reduce future occurrences.
Identify areas for enhancement in desktop support processes.
Collaborate with cross functional teams to implement improvements.
Mentor junior team members. (Example - documents and shares knowledge and processes with team members and the larger Technology community.)
Contribute to strategic initiatives related to desktop support.
Participate in planning and execution of projects as needed.
Completes project tasks and additional duties as designated and assigned by the Manager.
Provides Desktop (L2) on-call support.
Serves as backup for (L2) or on-call support for the Service Desk by responding to incidents or requests via phone call or email on an as-needed basis (e.g. high call volume overflow, sites with single service desk team members that are out of office or unavailable).
Assists in bridging the gap between Technology teams and Business Groups through logical and tactful discussions and coordination efforts.
Documents technical solutions and ensures process documentation is up to date and accurate.
Applies critical thinking and problem-solving skills to new and undocumented problems or procedures.
Maintains priorities of work as outlined by the Manager and ensures that all requests for direct assistance and contacts are always first referred to the Service Desk for assistance.
Supports and maintains an accurate count of all assets supported by the desktop team.
Collaborate with different teams to support Inventory states, location information, optimizing and using metrics to validate AMDB data.
Performs other duties as assigned.