02 Nov
Senior Desktop Support Analyst
Vacancy expired!
job summary:
Senior Desktop Support Analyst needed for Contract Opportunity with Randstad Technologies client in Redmond, WA.We are looking for an experienced and proven Senior Support Analyst to join our 24/7 IT Operations Team. A successful candidate will have a wide range of IT knowledge and team leadership experience. This senior-level position will be customer focused and motivated by team success, while providing world class support to the game studio.You will be innovative, energetic, and able to adapt to new processes and procedures quickly while dealing with a high volume of requests. You will also be committed, flexible, and have demonstrated ability to maintain high levels of productivity while maintaining quality support. These technicians research and resolve the most complex issues that other help desk levels have been unable to fix."Senior" ResponsibilitiesAn ideal candidate must have the following:- Accepts responsibility for most any technical problems while also mentoring junior members, interns, and the Ops Team through investigation, resolution, teaching, and documenting.
- Able to estimate work effort, plan, organize time, and foster a collaborative attitude.
- Act as an escalation point for technical and non-technical issues that are owned by the Ops Team, along with being able to contribute to ticket re-prioritization for all peers, as the Studio's needs change on a daily or weekly basis.
- Remove blockers for game development customers through immediate root cause fixes or workaround solutions until a fix can be applied.
- Help develop, implement and maintain policies, procedures and associated Studio/Lab documentation for the Ops Team, along with being a primary point-of-contact on all IT Ops related incidents or outages.
- Demonstrate and represent a high bar of service quality across the Ops Team with the projects/tasks you have been assigned, and assist management in onboarding new IT Ops team members.
- 3+ years of work-related experience.
- Able to work in a 24/7 environment and participate in a quarterly rotating shift schedule.
- Capable of working evening or weekend shift when rotating quarterly schedule requires you to do so.
- Strong understanding of Microsoft products.
- Knowledge and experience with core Microsoft infrastructure (Active Directory, Group Policy, Windows, IIS, DHCP, WDS, WSUS, Hyper-V, Azure, DFS).
- Understanding of networking concepts such as DNS, DHCP, SSL, OSI Model, Firewalls, and TCP/IP.
- Outstanding communication and customer service skills.
- Flexible attitude with work assignments, changing schedules, and priorities.
- Strong problem-solving, analytical skills, critical thinking, deductive reasoning, and attention to detail.
- Must be an extremely efficient troubleshooter, able to learn new things quickly, and solve problems without assistance.
- Ability to work with little supervision and pro-actively propose IT Infrastructure improvements.
- Adheres to Company standards, methodology, confidentiality, and security requirements.
- Must have a high degree of initiative and sound judgment in relation to complex technical situations. Displays creative ability in formulating and developing solutions to problems and user requests.
- Understanding power, cooling, and network bandwidth as it relates to planning + executing multiple deployments.
- Consistently demonstrates a high level of integrity and professionalism, while also values teamwork, clear communication, and willingness to coach peers.
- Experience operating large, high-availability, secure, redundant server environments.
- Highly motivated and willing to work in a team environment.
- Able to estimate work effort, plan, organize time, and foster a collaborative attitude.
- Willingness to learn new technologies quickly and have excellent technical research, troubleshooting, and analytical skills (finding and implementing solutions in an always changing environment plays a big role in this position).
- Very strong understanding of both onsite + offsite desktop support
- Experience with core IT infrastructure
- Data Center or Enterprise Server experience
- Gaming PC Support
- Performance & Troubleshooting experience
- Accepts responsibility for most any technical problems while also mentoring junior members, interns, and the Ops Team through investigation, resolution, teaching, and documenting.
- Able to estimate work effort, plan, organize time, and foster a collaborative attitude.
- Act as an escalation point for technical and non-technical issues that are owned by the Ops Team, along with being able to contribute to ticket re-prioritization for all peers, as the Studio's needs change on a daily or weekly basis.
- Remove blockers for game development customers through immediate root cause fixes or workaround solutions until a fix can be applied.
- Help develop, implement and maintain policies, procedures and associated Studio/Lab documentation for the Ops Team, along with being a primary point-of-contact on all IT Ops related incidents or outages.
- Demonstrate and represent a high bar of service quality across the Ops Team with the projects/tasks you have been assigned, and assist management in onboarding new IT Ops team members.
- Experience level: Experienced
- Minimum 3 years of experience
- Education: Bachelors
- Desktop Support
- Understanding of networking concepts such as DNS, DHCP, SSL, OSI Model, Firewalls, and TCP/IP.
Vacancy expired!