Systems & Technology Analyst - Deskside-1270731

The Systems & Technology Analyst position is responsible for providing technology support services to Compass Group corporate associates. They are responsible for corporate office support of all technologies and applications used by Compass Group associates, which also includes VIP and executive level associates. They are the public face of the IT department and represent the user perspective in all technical operations and project activities.

The Systems & Technology Analyst works as a member of the Technology Support Services team and is charged to understand the goals/objectives of that team and how it supports those of the Compass Technology division. The role is in office 5 days per week and is responsible for providing supporting associates in 4 physical office locations on the corporate campus. Additionally, the role will help support the onsite TechBar located in the main corporate building.

Qualifications:

• Typically, 3-5 years experience
• Technical/end-user computing support including:
• Microsoft Windows, Microsoft Office, Apple operating systems.
• Advanced knowledge of Microsoft Outlook.
• Internet Explorer, Chrome, Firefox, Edge.
• Networking fundamentals (TCPIP, DNS, VPN, routers, WiFi).
• Installing and supporting PCs, printers, peripherals, routers, etc.
• Smartphone and tablet configuration and administration.
• Active Directory, Exchange, O365 administration a plus.

Education:

• Bachelor’s degree in Management Information Systems, Computer Science, Computer Information Systems or equivalent combination of education and experience.
• A+, Network+, Security+, Microsoft certification preferred
• HDI Certified Support Center Analyst (SCA) preferred
• HDI Certified Desktop Support Technician (DST) preferred
• Apple/MAC certification preferred

Interpersonal Skills needed:

• Excellent verbal and written communication skills.
• Excellent critical thinking and problem solving skills.
• Positive attitude and solutions oriented thinking.
• Ability to communicate technical concepts to both technical and non-technical audiences.
• Ability to work in a fast paced environment and adapt to change.

Essential Job Functions:

• Serve as subject matter expert for end user technologies, systems and applications.
• Troubleshoot and resolve desktop, laptop, mobile device operational and connectivity problems.
• Provide initial LAN/WAN, computer hardware, Windows, Microsoft Office and remote communication support.
• Handle setup, configuration, and support of smartphone & tablet technologies.
• Ensure timely installation / support of hardware covering standard desktop and laptop hardware models.
• Coordinate physical setup and configuration of PCs, printers and other peripherals.
• Track and report on incidents and provide timely response to support requests, following through to ensure user satisfaction.
• Ensure compliance with support procedures related to timing, reporting and follow through.
• Work with 2nd level Compass Technology support teams to ensure that incidents are escalated properly and completed.
• Provide general training on technology use for VIP associates.
• Provide after-hours and weekend support for VIP and executive associates when needed.
• Assist with associate relocations to new offices/cubicles.
• Assist with small-scale department projects involving rollouts, deployments, and upgrades.
• Provide support for office video conference, audio-visual, server & network infrastructure as needed.