Desktop Support Analyst

About the role and what you'll be doing:

The IT Help Desk Support role is responsible for providing technical assistance and support related to computer systems, hardware, and software. The role involves responding to queries, running diagnostic programs, isolating problems, and determining and implementing solutions. Roles in this area also include Computer Operations Support. In these roles the associate will respond to tickets originating from voice, email, chat or other communications, open tickets, and assist internal and external customers to route tickets to the proper responding team. Work with projects and initiatives as required.

We want all new Associates to succeed in their roles at Ensono. That's why we've outlined the job requirements below. To be considered for this role, it's important that you meet all Required Qualifications. If you do not meet all of the Preferred Qualifications, we still encourage you to apply.

Duties and Responsibilities: Help Desk Support responds to user queries via voice, email, chat and ticketing systems, runs diagnostic programs and isolates technical problems, troubleshoots operating systems, COTS applications and client specific software. Administers O365 tenants and resolves issues with Microsoft products, diagnoses and repairs laptop, desktop and peripheral hardware, performs basic to advanced network troubleshooting. Computer Operations Support manages the lifecycle of IT desktop assets, coordinates PC refresh projects, supports service desk tools, tracks service interactions and reports on SLAs and KPIs. The Computer Operations Support specialist participates in incident response and emergency support and acts as a first responder to major incidents.

Qualifications - required/technical:

• OS troubleshooting
• Application troubleshooting - COTS, client specific
• Microsoft product experience
• Microsoft Office 365 tenant administration
• Laptop and desktop hardware troubleshooting
• PC peripheral troubleshooting
• Basic->Advanced network troubleshooting
• Experience with VPN clients
• Network printing
• Wireless networking
• Workstation installation and deployment

• Bachelor's Degree or demonstrated equivalent relevant work experience.
• Minimum 5 years of experience, certifications and/or demonstratable relevant work experience.
• Demonstrated experience with this specific company and customers.
• Strong written and oral communications skills; Strong interpersonal and customer relations skills with the ability to effectively interact with peers, customers, and vendors.
• Be fully functional and self-directed as well as integrate into a team.
• Ability to provide formal mentorship and cross-train others with less technical knowledge and institutional knowledge.
• Ability to technically document processes and procedures and run books.
• Ability to handle and manage low to high complexity of assignments.
• Ability to follow ITSM and ITIL process such as incident, request, problem and change management procedures.
• Proven diligence and adherence to audits and security protocols, procedures and reporting.
• Knowledge of USG security and audit process, policy, procedures, laws and requirements.
• Display aggressive life cycle management
• Demonstratable critical thinking and problem-solving skills
• Ability to document process and procedures
• Demonstrated ability to develop automation and efficiencies.

Other:

• Some jobs within this genre may require on-call, after hours or shift work.
• Some jobs within this genre may require work/access at physical locations in and around the Madison, WI area.

Why Ensono?

Ensono is a place to make better happen - for our clients and for your career. You can do great things through innovation or collaboration, by learning or volunteering, or to promote diversity and inclusion. You can do great things for your own health or for a healthier planet. Whatever it means to you to do great things we want Ensono to be the place you can do it.

We are a client-facing business, but we do encourage clients to allow us to work remotely most of the time so if you are not required to be on a client site, you can choose to work from home or in our Ensono offices.

Some of our benefits include:

• Unlimited Paid Days Off
• Three health plan options through Blue Cross Blue Shield
• 401k with company match
• Eligibility for dental, vision, short and long-term disability, life and AD&D coverage, and flexible spending accounts
• Paid Maternity Leave, Paternity Leave, and Sabbatical Leave
• Education Reimbursement, Student Loan Assistance or 529 College Funding
• Enhanced fertility coverage
• Wellness program
• Depending on location, ability to take advantage of fitness centers
• Flexible work schedule

As of the date of this posting, a good faith estimate of the current pay scale for this role is $[HIRING MIN] to $[HIRING MAX] annually based on a full-time schedule. Please note that placement in the range may vary based on numerous factors including but not limited to skills, experience, internal equity, and business needs. In addition to base salary, other compensation programs, depending on eligibility, include an annual bonus plan based on company and individual performance and an equity grant under our Associate Equity Appreciation Program.

Ensono is an Equal Opportunity/Affirmative Action employer. We are committed to providing equal employment to our Associates and building a diverse and inclusive workforce. All qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or other legally protected basis, in accordance with applicable law.

Pay transparency nondiscrimination statement/posting OFCCP's pay transparency policy can be found on OFCCP's website.

If you need accommodation at any point during the application or interview process, please let your recruiter know or email [email protected].

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