End User Support Analyst
Our client a Boston based investment manager has an immediate need for a contract to hire Desktop Engineer with a focus on end user support and analysis of their IT infrastructure.
The End User Analyst is responsible for supporting and maintaining the integrity, stability and efficiency of systems used by the organization, this extends to desktop and mobile hardware, software, and user functionality for the organization on a day-to-day basis.
This person will participate in hardware and software reviews as well as recommend purchases. The Analyst should take ownership and initiative to analyze problems, propose resolutions, and ensure implementation while constantly expanding their skillset. Core technologies include Git, Terraform, PowerShell and batch Scripting, Intune/Autopilot, Windows 10/11, Apple iOS, Active Directory and Exchange account management, MS Office 365, Atlassian/JIRA Cloud, Okta, Azure AD, and common end-user software suites, end-user hardware, printers, laptops, mobile device management, and desktop imaging systems.
Our client supports a hybrid environment, Boston employees are on-site three days each week.
Responsibilities:
- Monitor Ticketing Queue and triage incoming tickets to maintain SLA while providing white glove service to our end users.
- Participate in Team projects as they arise including Conference room support and on-call rotations.
- Optimize the performance of existing systems both on-prem and cloud environments.
- Provide technical guidance and expertise and serve as escalation for Analyst I.
- Provide administrative support in Microsoft Cloud solutions. Including M365 and Microsoft Azure.
- Participate in Planning, review and implement team goals in kanban/ Jira board and provide solutions to issues that arise.
- Get acquainted with and updates Scripts (PowerShell, Batch Script, Terraform, Packer, etc) in Active Batch, git and other environments as needed.
- Plan and execute improvements to the end user environment in conjunction with the team and management.
- Build, maintain and update Intune Autopilot deployment image.
- Document procedures, standards, best practices, configurations, settings, installation sequences, and back-out instructions; ensure documents are kept up to date.
- Coordinate other IT resources to assist in problem resolution or project execution as needed.
- Plan, document, and implement training for End User solutions as they are deployed to users.
- Maintain Cloud Virtual machine including Azure VDI and AWS workspaces.
- Familiarize yourself with teams code repository in Git to Deploy and maintain Azure VDI using terraform.
Qualifications:
- Currently pursuing further education in computer science or a related field or 5 plus years in similar role.
- Prior end-user support experience in a professional services environment, financial services is a plus.
- Prior experience with deploying Azure Virtual Desktops using code and some PowerShell experience.
- O365/Intune administration, Atlassian Cloud, and SharePoint experience.
- Experience managing infrastructure as code through Terraform and using GitLab for codebase repository or willingness to learn quickly preferred.
- Willing to wear multiple hats, pickup new skills and leans new technologies in short amount of time.
- Strong technical background with the ability to solve IT related issues.
- Ability to communicate ideas and resolutions in a clear, concise, and user-friendly manner.
- Demonstrated ability to effectively multi-task and manage his/her time both independently as well as within a team environment.
For immediate consideration please email resume to Kenny at [email protected]
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