Help Desk-Desktop Support Analyst
Chevy Chase, MD

Job Description

Job Description

We are looking for a Help Desk- Desktop Support Analyst to provide technology assistance for a wide range of IT services to our colleagues, over the phone, remotely, and in person. Being in a customer support role, you will have the opportunity to learn existing business processes and provide technology feedback and suggestions to the team. There will be opportunities to be proactive in support resolution by finding ways to enhance efficiency and quality of service to our colleagues. You will also be responsible for custom application packaging and push deployment technology to managed endpoints.

You Are:

* Customer oriented - You will need to be able to deliver a high level of customer support and mentorship to employees at all levels of the company, and explain and resolve complex technical issues to a non-technical audience. In this role, you are the face of the Technology Team and the first person to provide assistance on a technology issue.
* A self-starter - You are quick to respond to operational tasks and are able to find opportunities for process improvement and work with the Help Desk and greater Technology Team to achieve these goals.
* A natural problem solver - You identify challenges, analyze the root causes, seek to understand rationale behind current setups, and offer changes to improve where needed.
* Able to take ownership of tasks and see them to their resolution - When gaps in processes or a lack of accountability are identified, you take ownership and ensure that these needs are met.
* Comfortable with a wide array of technology - We are responsible for supporting a number of technology systems and provide comprehensive support to employees that require assistance.

Minimum Qualifications

* 1-3+ years of recent, professional, hands-on and over-the-phone technical support experience
* Experience with imaging solutions (restoration for both Windows and Mac OS)
* Experience managing Windows endpoints in an enterprise environment
* Ability to manage user accounts, groups, and OUs through Microsoft Active Directory
* Experience with common network connectivity (LAN, DNS, TCP/IP, Wi-Fi) and remote access/Citrix issues
* Ability to repair printing issues on clients and servers
* Ability to resolve common issues with mobile devices (e.g. iPhone, Blackberry, Windows Mobile, Android)
* Experience with ShoreTel IP desk phones and execute move, add, and change requests
* Possess customer service and interpersonal skills
* Possess excellent time management skills

Preferred Qualifications

* Strong analytical and creative problem solving skills to resolve highly complex technical incidents and improve existing processes
* Experience with imaging solutions (creation of images for both Windows and Mac OS)
* Familiar with the ITIL framework and ITIL methodologies
* Understanding of enterprise security remediation and patch management
* Bachelor's degree or advanced training and experience in a technical discipline is preferred

Benefits

At Brown Advisory we offer a competitive compensation package, including full benefits.

* Medical
* Dental
* Vision
* Wellness program participation incentive
* Financial wellness program
* Fitness event fee reimbursement
* Corporate gym membership discounts
* Colleague Assistance Program
* Telemedicine Program (for those enrolled in Medical)
* Adoption Benefits
* Daycare late pick-up fee reimbursement
* Basic Life & Accidental Death & Dismemberment Insurance
* Voluntary Life & Accidental Death & Dismemberment Insurance
* Short Term Disability
* Paid parental leave
* Group Long Term Disability
* Personal Excess Liability
* Pet Insurance
* Errand-Running and Virtual Concierge Services
* 401(k) (50% employer match up to IRS limit, 4 year vesting)

Brown Advisory is an Equal Employment Opportunity Employer.