Senior Desktop Support Analyst - Hybrid Onsite MN

NMDP • Minneapolis, MN

4d • Hybrid

About The Position

The Senior Desktop Support Analyst is responsible for implementation, support, and maintenance of the NMDP’s desktop and laptop systems. This position will participate in system administration, system security and operational efficiency efforts in accordance with NMDP policies and procedures on Windows and Apple workstation platforms. This position will provide 2nd level IT support for NMDP workstations and mobile devices.

NOTE:  This role will work a hybrid schedule 4 days per week on-site at our Minneapolis, World Headquarters for the first 6 months, then transition to on-site 2 days and remote 3 days per week.

Requirements

• Advanced knowledge of Microsoft Windows operating systems or MacOS operating systems.
• Solid understanding of user management and directory services with LDAP and Active Directory.
• Solid understanding of network communication mediums & protocols like ethernet, wifi, and tcpip.
• Demonstrate strong interpersonal, communication and organizational skills.
• Show demonstrated success in working independently and as a member of a team.
• Demonstrate strong analytical and creative problem-solving skills.
• Manage multiple, rapidly changing priorities.
• Two years’ experience in a position that required system administration of Windows and/or Mac workstations in a business environment.
• Demonstrated experience installing, configuring, backing up, and supporting Windows and/or Mac workstations.
• Experience troubleshooting and identifying the cause of workstation hardware and productivity application (Microsoft Office) issues.

Nice To Haves

• Associates degree or higher in Computer Science, Business, Management Information Systems or related field.
• Proficiency with various network technologies such as TCP/IP, DHCP, DNS, Fast Ethernet, IPSec, VPNs and firewalls.
• Experience with supporting Apple iPhone and iPads (Google Android would be a bonus)
• Hold a valid driver's license

Responsibilities

• Participate in efforts to implement new systems and services for Windows and Apple desktop environments.
• Provide daily administration support for NMDP hardware, software and portable device infrastructure; including adding and deleting users, assigning permissions, distributing software, and other duties required to ensure business continuity and system integrity.
• Maintain system security practices on Windows and Apple environments including workstation and portable device encryption. Provide feedback to engineering teams to ensure the desktop and laptop environment supports established NMDP security policies and procedures.
• Install, configure, monitor, tune and upgrade the hardware, operating systems, and third-party software products within the Windows and Apple workstation environments as required to meet NMDP business objectives.
• Develop and maintain standard configurations for Windows and Apple workstations and laptops. Create and distribute documentation for systems, services, third party software products, procedures, commonly asked questions, problem resolution and policies to Deskside Services and Service Desk.
• Manage and support portable devices (Apple & Android) for all mobile and remote NMDP staff.
• Manage hardware and software inventory.
• Fulfill requests for end user hardware/software, applications, mobile devices and peripherals.
• Design and implement process improvements for the Service Desk and Deskside Services. Follows NMDP policies for the Incident Management process in accordance with documented service levels.
• Create end-user documentation and reference guides for users upon the deployment of new workstation or mobile technologies or products.
• Provide after-hours support for special events, infrastructure migrations, and system emergencies.
• Other duties as assigned.

Benefits

• NMDP offers regular, full-time employees medical, dental, vision, life and disability, accident/critical illness/hospital, well-being, legal, identity theft and pet benefits.
• Retirement, paid time off/holidays, leave and incentive plans are also offered to eligible employees.
• Please reference this link for more information: NMDP Benefit Information [https://www.nmdp.org/-/media/project/nmdp/nmdpsite/pdfs/external/candidate-employee-total-rewards-summary.pdf]

What This Job Offers

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