About the Role
As a Senior Desktop Support Analyst you will be primarily responsible for carrying out all aspects of IT Service Desk support to approximately 1600 users in our Chicago office, as well as supporting our other global offices as required.
Candidates should be punctual, trustworthy and able to work independently, managing their time and priorities. Additionally, they must be strong team players who are able to work closely with other support team members. As a service desk analyst, you should possess strong interpersonal and communication skills as well as excellent proven troubleshooting skills. You should also possess a highly proactive “can-do” attitude and be able to manage multiple demands and tight deadlines. This position reports to the IT Service Desk Manager in Chicago.
+ 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 a first-class customer experience to Morningstar’s employees.
+ Resolve and own technical issues 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.
+ Collaborate with more experienced technicians to solve complex computer and network connectivity problems.
+ Serve 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 and employees.
+ Educated to degree level (preferably in IT).
+ Four year’s desktop support experience in a corporate organization of at least 500 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 and Microsoft Office 365.
+ Experience using JAMF Pro would be an advantage.
+ ITIL Foundation v3 Certificate in IT Service Management preferred.