IT End User Support Analyst

Mactac North America; Scranton (Lackawanna County); On-site; USD 55,000 - 75,000; Full time

Job summary

Mactac North America is seeking an End User Support Analyst in Scranton, PA to manage and support desktop software and hardware assets, including PCs, laptops, tablets, and IP-based mobile devices. The role collaborates across IT Infrastructure and Operations to patch software, manage licenses, and uphold security.

You will resolve tickets via IT ServiceDesk, diagnose OS/app issues, install hardware, support conferencing equipment, and contribute to standards.

Qualifications

• Requires minimum B.S. in Computer Science, MIS or related field

Responsibilities

• Managing and executing solutions for inbound tickets and requests through IT ServiceDesk
• Diagnosing and resolving desktop problems regarding OS and desktop application configurations including required patches and software incompatibilities.
• Installing and configuring component hardware on pc's, laptops, tablets and other IP based mobile devices.
• Providing media and telecom support for conferencing and display monitors.
• Defining and ensure conformance to established desktop policies, procedures, and standards.
• Managing the organization and documentation of computer related assets within MACtac including non-deployed hardware.
• Researching and recommend next generation desktop solutions, standards and policies to determine those which best meet company needs
• Managing and documents backup/restore procedures of desktop files.
• Collaborating with LAN, Applications Development, and Business Services Management IT Departments on cross functional issues and requests.

Skills

Desktop support experience (1-3 years)

Windows OS proficiency

Communication skills

Problem solving

Weekend/Night availability

Multi-tasking

Documentation

Education

B.S. in Computer Science, MIS or related field

Tools

MTA

MCSA

Job description

Position Summary

The End User Support Analyst's primary objective is the management and support of the company's desktop software and hardware assets (pc, laptop, tablets and other IP based mobile devices). In addition to the overall management of the systems OS, this role will also perform patches and upgrades to desktop software (client based only), general support of basic Microsoft Office 365 functions and features, administer desktop licensing and security. This role is highly collaborative with the other functions of IT and is part of the IT Infrastructure and Operations Team.

Key Responsibilities

• Managing and executing solutions for inbound tickets and requests through IT ServiceDesk


• Diagnosing and resolving desktop problems regarding OS and desktop application configurations including required patches and software incompatibilities.


• Installing and configuring component hardware on pc's, laptops, tablets and other IP based mobile devices.


• Providing media and telecom support for conferencing and display monitors.


• Defining and ensure conformance to established desktop policies, procedures, and standards.


• Managing the organization and documentation of computer related assets within MACtac including non-deployed hardware.


• Researching and recommend next generation desktop solutions, standards and policies to determine those which best meet company needs


• Managing and documents backup/restore procedures of desktop files.


• Collaborating with LAN, Applications Development, and Business Services Management IT Departments on cross functional issues and requests.

Scope

• Decision Impact: Organization

• Department Responsibility: Information Technology

• Budgetary (P&L) Responsibility: No

• Direct Reports: No

• Physical Requirements: Individual will be required to work in both plant and office environments. Eye and foot protection is mandatory when working in plant environment. Requires physical movement such as bending and lifting up to 40lbs.

• Management Responsibilities Level: Individual Contributor

• Reports to: Director of Infrastructure & Operations

• Location: Scranton, PA

• Travel: 10%

Selection Criteria

• Requires minimum B.S. in Computer Science, MIS or related field


• 1-3 years of hands-on experience in desktop support for medium to large company.


• Additional Microsoft certifications preferred (MTA, MCSA)

• Working knowledge of Windows operating systems.


• Organizational skills and ability to manage multiple tasks with limited oversight.


• Ability to work weekend and nights as required.


• Ability to analyze relationships among several parts of problem or situation and thoroughly break down complex problems into manageable parts.


• Ability to accomplish monthly objectives and address current opportunities.


• Ability to effectively communicate, both in writing and verbally, with people of various educational and technical backgrounds, both inside and outside the company.

Disclaimers

• The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

• It is the policy of Mactac that all employees are employed at the will of Mactac for an indefinite period and are subject to termination at any time, for any reason, with or without cause or notice. At the same time, employees may terminate their employment at any time and for any reason.

• Equal Opportunity Employer. All qualified candidates will receive consideration for employment and will not be discriminated against based on race, color, religion, sex, sexual orientation, gender identify, national origin, protected veteran status, disability, age, pregnancy, genetic information, creed, citizenship status, marital status or any other consideration prohibited by law or contract.