Senior Service Desk Analyst

Primary Purpose of Position: 

Oversee, monitor, maintain and support IT services to end-users. Manage technologies, processes and controls that maintain and elevate standards and security of IT services. Serve as the point of escalation and technical resource on issues and projects with both Infrastructure Services and Application & Data Services. 

Essential Functions:

End User Support

• Respond in person/remotely; escalate across regions; support OS/apps (Windows 11, M365, Azure VD, Adobe); maintain AD accounts; Intune proficiency.
• Support the use of operating systems and desktop software applications. Maintain and enforce software policies and standards.
• Deploy and support hardware including desktops/laptops, printers, mobile devices, phones, and conference room technologies. Maintain and enforce hardware policies and standards.
• Provision and manage access through Active Directory and Security Manager. Maintain and enforce directory policies and standards.
• Deploy and support corporate applications, systems, and services.
• Serve as the point of technical escalation on issues and their resolution for other team members, Infrastructure Services and Application & Data Services.

Configuration/Security Standards

• Support Windows Group Policies, AD OUs, Intune profiles; maintain/enforce security policies; patching via SCCM/Intune; maintain inventory.
• Manage packages and the deployment platform for all desktop software. 
• Manage the patch and compliance process for all desktop software. Partner with IS Security team on reporting, analysis and ongoing improvements.

Technology Implementations

• Manage process, service, and technology improvement initiatives and assume ownership of ServiceNow automations/workflows.
• Partner with Infrastructure Services and Application & Data Services on upgrades, deployments, and implementations. Serve as an onsite technical resource.

Internal Operations

• Utilize Microsoft’s System Center Configuration Manager (SCCM), InTune, and other technologies to develop and provision services.
• Maintain documentation in accordance with policies and control requirements.
• Conduct research on new technologies or products.
• Recommend purchases based on an assessment of user requirements.
• Conduct one-on-one instruction.

General:

• Special projects and other duties assigned.

Requirements and Qualifications:

• A bachelor’s degree or equivalent educational certification required.
• A minimum of 5 years’ desktop support experience in a Microsoft environment.

• Posses an extensive knowledge of Windows 10/11, MS Office; remote support apps (Teams, RDP); networking (switches, routers, firewalls); scripting (PowerShell).

• Possess a strong working knowledge of desktop security protections, group policies and patching solutions.
• Understand networking concepts and possess a basic working knowledge of switches and routers.
• Proven ability to provide support for troubleshooting and resolving technical issues.
• Excellent verbal and written communications skills. Proven ability to interact with all levels of employees.
• Ability to demonstrate multi-task management skills.
• Ability to partner on and/or self-manage projects. 
• Demonstrated commitment to and proficiency in customer service culture.  Exhibits and champions excellence in work habits and a willingness to embrace change.
• Demonstrated ability to work proactively, independently, and as part of a team is essential.
• Be detail-oriented and methodical in solving problems and managing multiple projects.
• Possess an aptitude toward learning technical concepts. Be results-oriented and a quick learner in supporting new products and technologies.
• Be able to travel and to work flexible schedules outside normal business hours when required.

Physical Requirements:

• Involves work of a general office nature usually performed sitting such as answering the phone and operation of a computer.
• Involves work of a general office nature usually performed standing such as operation of a photocopier and a fax machine.
• Involves work of a general nature related to computer repair.
• Involves movement between departments and sometimes office building floors to facilitate work.
• Involves lifting of computers & monitors up to 50 pounds.

Internal and External Contacts:

This position regularly interacts in both verbal and written form with employees, vendors, and contractors of BXP. This position may also interface with external vendors.

Reporting Structure:

This position reports directly to the Manager, Regional IT Services, who provides supervision and guidance, and coordinates, evaluates, and monitors work performance on a periodic basis.

BXP is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.