Senior Desktop Support Analyst
On-siteWauwatosa, Wisconsin, United States
Job Summary
Troubleshoot and resolve technical issues for desktops, laptops, printers, and audio/video equipment across UWCU locations, acting as the primary assignee for problem tickets. Analyze root causes to prevent recurring incidents, maintain accurate records in ITSM and ITAM repositories, and lead technology deployment projects like hardware refreshes and system migrations. Configure devices using Microsoft Intune, Active Directory, and Teams portals, while providing on-call support and mentoring junior team members. Coordinate workstation setups and relocations, ensuring network connectivity and communicating progress to impacted users. Contribute to process improvement initiatives and suggest policy changes to reduce end-user incidents.
Required Qualifications
- Associates degree in Information Technology or equivalent work experience
- 4 - 5 years experience Infrastructure Technology and Technical Support required
- Cisco Certified Entry Networking Technician (CCENT) or equivalent
- Microsoft Certified Technical
- Experience in end user support in a help desk or equivalent role
- Demonstrated analytical and problem-solving skills
- Must have strong verbal, written and technical diagramming skills
- Valid work authorization to work for UWCU on the date of hire
Desired Qualifications
- strong desire for customer service and excellence
- Cisco Certified Entry Networking Technician (CCENT) or equivalent
- Microsoft Certified Technical
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