Desktop Analyst

Position Title: Desktop Analyst (T2)

Company Summary

Crown Castle is the nation’s largest provider of shared communications infrastructure: towers, small cells and fiber. It all works together to meet unprecedented demand—connecting people and communities and transforming the way we do business. Whenever you make a call, track a workout or stream music and videos, we’re the ones providing the communications infrastructure that makes it all possible. From 5G and the internet of things to drones, autonomous vehicles and AR/VR, we enable the technologies that help people stay safe, connected and ready for the future.   Crown Castle is publicly traded on the New York Stock Exchange (CCI), is part of the S&P 500 and is one of the largest Real Estate Investment Trusts in the US.      

We offer a total benefits package and professional growth development for teammates in any stage of their career. Along with caring for our teammates, we’re an active member in the communities where we live, work and do business. We have a responsibility to give back, which we do through our Connected by Good program. Giving back allows us to improve public spaces where people connect, promote public safety and advance access to education and technology 

Role

The Desktop Analyst will provide on-site and remote technical assistance to internal end-users for the build and run operations of our desktop and technology environment at Crown Castle. 

Responsibilities

• Provide exceptional customer focus and operational support for defined desktop services
• Perform technical support functions for the resolution of desktop problems, incidents, issues and emergencies
• Respond to assigned tasks in accordance with predefined guidelines while meeting targets for SLA
• Troubleshoot and escalate as necessary any hardware failures to the manufacturer for onsite/depot service dispatch
• Support third party vendors in the installation, configuration, delivery, maintenance and monitoring of components and services, in accordance with defined roadmaps, strategies, policies and standards
• Assist in the delivery of infrastructure development / build activities, including release and deployment management for new services (for example operating system upgrades, new desktop builds etc.)
• Maintain accurate and concise service asset and configuration management for desktop infrastructure
• Document desktop issues and resolutions
• Provide support for offsite events as well as after-hours meetings or events as required

Expectations 

• Aligns individual work with team performance requirements
• Proactively interacts with others, builds trust and partnerships, shares knowledge
• Seeks to understand and quickly adapt to change
•  Excellent communication and customer engagement skills 

Education/Certifications

• High school diploma or equivalent required
• Associate’s or Bachelor’s degree or equivalent experience in Computer Science, Engineering, or related field preferred
• ITIL v4 experience preferred
• AWS Cloud Certifications a plus

Experience/Minimum Requirements

• 3+ years experience maintaining and supporting IT/desktop/computer systems across an enterprise
• Experience with administration of SCCM, MS Intune, Autopilot, Windows Update for Business
• Experience with SharePoint Online, hybrid SharePoint environments
• Experience with MS Teams, OneDrive, MS Forms, Power Apps platform and Stream
• Experience with SharePoint Framework, JavaScript, PowerShell, .NET, Graph REST APIs, Active Directory/Azure AD, and integration with other platforms
• Experience with Agile software development and test-driven development

Working Conditions: This role falls into our hybrid work model working in your assigned office approximately 80% of the time (4 days per week) and where you do your best work 20% (1 days per week). There is an expectation of collaboration with teammates and stakeholders for moments that matter that could require travel (less than 10%). You must be able to work outside of regular business hours (weekends, holidays, and evenings) as needed.  This position will be part of a 24x7 on-call rotation.