Desktop Support Analyst
The Team: Fueling the technologies that drive our products and support our company’s infrastructure, the Technology team consists of talented developers, network architects, and IT experts who help make technology one of Morningstar’s core strengths. Though our technologists represent a range of skills and knowledge bases, they all view technology as a craft and care deeply about creating positive user experiences. From Agile methodologies to mobile applications, to software as a service (SaaS) delivered from our private cloud, we push technology’s boundaries to build scalable, elegant solutions that help investors reach their financial goals.
The Role: As a Desktop Support Analyst you will be primarily responsible for carrying out all aspects of second line desktop support to approximately 1800 employees in our Chicago office, as well as supporting employees in our other global offices as required. This role reports to the Desktop Support Manager and is based in our Chicago office.
+ Incident management – diagnose, resolve and close incidents. Desktop support may be provided in person or remotely.
+ Work to identify opportunities to improve or enhance support activities.
+ Provide first class customer service to Morningstar’s employees.
+ Resolve and own technical problems until resolution.
+ Escalate to management/senior engineers as required.
+ Support of desktop environments (Windows and macOS), mobile devices and core applications.
+ Imaging and installation of workstations.
+ Maintain asset management database.
+ Support of audio visual services and systems in our meeting rooms, including video conferencing, audio conferencing, web conferencing, projectors, Crestron controllers, Apple TV, Barco Clickshare and Zoom Rooms technology.
+ Collaborate with more experienced technicians to solve complex computer and network connectivity problems.
+ Serves as a technical resource on projects as required.
+ Develop process and support documentation.
+ Provide training, guidance and technical assistance where necessary to other technical support staff.
+ Educated to degree level (preferably in IT).
+ Two year’s desktop support experience in a corporate organization of at least 1,000 employees.
+ Excellent customer service skills.
+ Strong oral and written communication skills.
+ A high level of accountability and the ability to manage workload and work independently.
+ Ability to multi-task and prioritize.
+ Good logistical skills.
+ Strong team player.
+ Must be proactive.
+ Have a flexible attitude to meet tight deadlines.
+ Experience of supporting and using Windows 10 Enterprise, MacOS, Active Directory, Microsoft Office 365 and Symantec Endpoint Protection.
+Experience using JAMF Pro would be an advantage.
+ ITIL Foundation v3 Certificate in IT Service Management preferred.
Morningstar is an equal opportunity employer.