Address
Form of workManager: Jonny Lee. 10 resources total. This will be a mix of Reg/Sr.
EUC/EIS Analysts, Bill rates ***-57/hr. Contract-hire. FT salary ***-75K.
. DESKTOP SUPPORT ANALYST. .
SUMMARY. . The Desktop Support Analyst is responsible for the overall technology needs of staff with roles essential to the day-to-day operations of the Walt Disney Company..
. The Desktop Support Analyst provides priority response and resolution for all reported technology issues.. .
RESPONSIBILITIES. . Rapid response and ownership of issues and requests reported by customers in person, and via telephone, email or support ticket.
Document and report on all work performed on behalf of customers. Acquire, stage, and deploy computers, printers, software, and peripherals. Maintain accurate inventory and support records.
Work with service providers to expedite and resolve issues impacting productivity. Produce verbal and written status reports with emphasis on high-profile issues. Adhere to company and business unit policies and standards.
Establish and maintain relationships with service providers, manufacturers, resellers and contractors. Exercise discretion as appropriate. Proactively monitor, assess and address support requirements.
Create system and support documentation as required. REQUIREMENTS. .
Well-developed sense of urgency. Enthusiasm, resilience, and a positive attitude. Maintain a professional appearance.
Enjoy working on a team and comfortable sharing responsibilities. Superior customer service and people skills. Must be an exceptional communicator.
Field experience supporting a variety of technologies and services (see below). Advanced technical abilities including solid troubleshooting skills applicable to Windows, Apple, and virtual operating systems. Strong networking knowledge with an emphasis on TCP/IP protocol, Microsoft Exchange, and Active Directory.
Work and complete projects with minimal supervision. Attention to detail. Ability to juggle time and resources to meet or exceed expectations in high-profile situations while maintaining professionalism under pressure.
Business Casual Dress. Reliable transportation. Lift, carry and transport computer equipment.
LIST OF TECHNOLOGIES - (Inclusive of, but not limited to). . Windows 7, Windows 8, Mac OS, Linux or UNIX experience NOT required but would be a PLUS, iOS, Blackberry, Android, Active Directory, Cisco VOIP, JAMF Casper, Video Conferencing, remote connectivity (i.e.
LogMeIn or Bomgar), Citrix, virtualization (i.e. vmWare or Parallels), VPN connectivity, TCP/IP networking, wireless and mobile networking, Mobile Device Management (i.e. MobileIron), Microsoft Office Suite, Microsoft Exchange (on-prem and Office 365 cloud), A/V equipment, Helpdesk ticketing systems (i.e.
ServiceNow), hard drive encryption products (i.e. Apple Filevault, PGP, Credant), enterprise backup products (i.e. Connected Backup), SAP, SCCM, Microsoft deployment tools, network printing, consumer/home/soho network equipment (i.e.
routers, switches, wireless access points, powerline ethernet adapters, etc.). . DAILY TASKS.
Check emails and voicemails for any overnight escalations. Check team member out of office status for proper coverage in all areas. Check ticket queue for assigned zones.
Any open tickets that have been not assigned. Check aging tickets for status. Check pending tickets to see if intervention or additional resource is needed.
Reassign or escalate any tickets as needed. Check and handle Disney compliance and access issues. Compliance course status.
Check and handle *** compliance and administrative tasks. Profile compliance. Mandatory classes.
Performance reviews. Timesheets. Check for any upcoming changes and announcements.
Check and prepare for any upcoming meetings
