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Senior Desktop Support Analyst

Buffalo, New York ~ September 14, 2022

Responsible for advanced problem resolution and technical expertise related to the security, reliability, and deployment of customer endpoint devices. Serves as subject matter expert for endpoint solutions design, configuration, and administration. Focus on systems deployment and management methodologies while ensuring compliance with endpoint security standards. Participates in the planning and implementation of departmental procedures to ensure consistency in the delivery of services. Ensure that customer incidents and service requests are handled according to defined departmental service level commitments. Consistently demonstrates exceptional customer service aptitude.
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Works as a service team leader.   Monitors team service queues, establishes team priorities. Develops strong customer relationships, immediately communicates service issues to leadership and relevant Team Leads, identifies and develops process improvements to enable support teams to become more effective and efficient.
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Work with Manager to establish team service request processes and priorities for service, desktop and mobile device systems, and applications. Manages/leads projects as needed.
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Provides seminars and consulting to faculty, staff, and students on a broad range of information technology topics.
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Maintains current information regarding security, software and hardware for relevant computing platforms, operating systems, applications, deployment methods, scripting languages, procedures, and automation techniques.

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