Desktop Support Analyst

Job Description

The Job
WarnerBros seeks a Desktop Support Analyst for the Monetization & Workplace Tech: Enterprise Workplace Support department.
The Desktop Analyst supports the core end user IT equipment and productivity software. The role is responsible for a wide variety of support and activities. These include providing support for escalations for end user mobile and desktop Operating Systems (OS) and hardware, virtual and physical desktop environments, desktop applications and other standard enterprise solutions. In addition, the technician acts as a subject matter expert on Client Technologies and as a resource for junior technicians and works closely with Desktop Engineering and the Director of Client Support on improvement initiatives and project planning.

The Daily
• Support and provisioning requests for all end user IT equipment
• A high level of executive support including meeting support
• Working alongside other WBT support teams to assist users
• Ownership of complex issues – working alongside Infrastructure and Application teams to troubleshoot and resolve
• Working alongside Client Support Director and engineering teams on planning deskside project work

Desktop Support
• Provides technical support by performing installation, repair, and preventative maintenance of desktop software and hardware
• Installs, configures and deploys desktop hardware and software, including virtual environments
• Supports day-to-day operational and support activities of the desktop computing, desktop, laptop, workstations and end user support services
• Troubleshoots desktop software and hardware failures and identifies related network problems
• Investigates complex problems by contacting vendors or other technical sources to resolve incidents and develop solutions
• Coordinates end user installations, configurations and deployment of desktop software/hardware and other standard enterprise end user technology products
• Provides on-call support as required
• Provides an escalation point for technicians on complex issues

Mobile Support
• Installs, configures and deploys mobile hardware and OS, including virtual environments
• Troubleshoots mobile software and hardware failures and identifies related network problems
• Coordinates end user installations, configurations and deployment of mobile software/hardware
• Provides on-call support as required

The Essentials
• Bachelor's degree in Information Technology or related field, or equivalent work experience
• Significant experience in a technical support role performing installation, repair, and preventative maintenance of infrastructure technology, or equivalent combination of education and work experience
• Experience training, mentoring or supervising junior staff members
• Microsoft Office Suite 365
• Demonstrated knowledge pertaining to mobile devices, telephony, laptops, workstations, desktops, virtual and physical environments and other end user technology
• Extensive experience related to problem resolution
• Ability to analyze existing operations to improve and grow the Client Technologies operating environment
• Strong written and verbal communication skills
• Strong team player
• Excellent Customer Services
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Strong documentation skills and keen attention to detail

The Nice To Haves
• A+ certification
• ITIL V3 Foundation
• MCSE
• Apple Certified Mac Technician (ACMT)

Jobcode: Reference SBJ-dykxmp-3-16-51-3-42 in your application.