IT Desktop Analyst - Opportunity to Make a Difference

Location: Remote Shift: 8 AM - 5 PM EDT (Flexibility in work hours as needed)

Top 3 Skills: Intune, AWS, PowerShell Scripting

Systems/Certifications Needed or Preferred: A+, AWS preferred

Job Description: This role falls within the Information Technology organization, focusing on providing operational support for the desktop and technology environment of Crown Castle.

Essential Job Functions:

• Provide day-to-day operational service and support for defined desktop services.
• Support third-party vendors in installation, configuration, delivery, maintenance, and monitoring of components and services.
• Deliver desktop service requests and requirements through collaboration with vendors.
• Assist in infrastructure development/build activities, including release and deployment management for new services.
• Maintain accurate service asset and configuration management for desktop infrastructure.
• Monitor and report on performance for desktop services.
• Provide technical support for the resolution of desktop problems, incidents, issues, and emergencies.
• Collaborate with vendors for issue resolution.
• Assist with 4th level support escalations.
• Document desktop problems and resolutions for future reference.
• Perform corrective procedures for prevention of loss or system recovery of desktop services and infrastructure.
• Provide coaching and mentoring to other members of the desktop team.
• Support offsite meetings when needed.

Education/Certifications:

• High school diploma or equivalent.
• Bachelor's degree or technical training in Computer Science, Information Systems Management, and/or 8 years of equivalent work experience.

Experience/Minimum Requirements:

• 8-10 years of experience in computer systems or IT support preferred.
• Experience in maintaining and supporting Desktop services beneficial.

Other Skills/Abilities:

• Knowledge of relevant Desktop technologies.
• Ability to work collaboratively with suppliers.
• Desk side and remote support technical knowledge.
• Effective prioritization skills.
• Drive and enthusiasm.
• Excellent communication and customer-facing skills.
• Technical credibility and independent judgment and decision-making experience.
• Good problem-solving and analytical skills.
• Sound decision-making skills under pressure.
• Ability to contribute to strategic debates, identifying and addressing future opportunities and challenges.