IT Field Support Analyst providing technical support and maintaining IT equipment at TechnipFMC. Responsible for managing hardware assets and supporting local IT requests.
About the role
- Senior Desktop Support Technician managing DHS desktop computing environment and peripherals. Providing advanced end user support and maintenance in a hybrid role across Allegheny County.
Responsibilities
- Serve as the senior escalation point for complex endpoint issues and restore service quickly.
- Troubleshoot and resolve workstations, mobile device, peripheral, and Microsoft 365 desktop issues using remote and on-site support.
- Document and manage incidents, escalate when needed, and lead root cause analysis to reduce repeat issues.
- Coordinate vendor support cases and act as the technical liaison with clear user communication.
- Lead endpoint lifecycle work, including build standards, imaging, deployment, re-provisioning, and secure decommissioning.
- Install and maintain operating systems and standard applications, including update readiness and recovery actions.
- Administer endpoint management using Microsoft Intune, including enrollment, policies, configurations, and application deployment.
- Follow endpoint security and privacy practices and coordinate with the security team for suspected compromise.
- Maintain support documentation, playbooks, and knowledge articles. Mentor technicians and improve ticket quality.
- Support asset and warranty controls, improve inventory accuracy, and recommend endpoint hardware and peripherals.
- After-hours support as scheduled. Includes on-call rotation and incident response when required.
- Perform other duties assigned by the Desktop Support Team Lead and management.
Requirements
- Associate degree in Information Technology or a related field, or equivalent education and experience.
- Five years of progressive desktop support experience, including advanced troubleshooting and escalation support.
- Strong experience supporting Windows 11 endpoints, Microsoft 365 desktop applications, remote support tools, and mobile device troubleshooting.
- Hands-on experience with Microsoft Intune or a similar endpoint management platform, including enrollment, packaging, deployment, and policy support.
- Working knowledge of Azure AD or Microsoft Entra ID concepts, device registration, and access troubleshooting.
- Working knowledge of network fundamentals and common troubleshooting steps for connectivity issues.
- Strong customer service skills, including building user trust, setting expectations, and communicating clearly during incidents.
- Experience documenting incidents, tracking progress, and escalating issues using standard processes.
- Reliable vehicle and ability to travel to DHS offices across Allegheny County.
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Professional development opportunities
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