Office Depot, Inc
The End User Computing Analyst III position requires expert technical support skills. This senior position serves as a technical mentor and coach to other team members regarding advanced issue resolution, along with the need for much more in depth and robust troubleshooting skills, vast understanding of operating systems (Windows/MAC) along with the ability to proficiently use tools such as SCCM. This position is required to troubleshoot and resolve issues that the Service Desk and End User Computing Analyst IIs are unable to resolve.This position requires advanced Windows 7/10 and MAC troubleshooting knowledge along with advanced understanding of a desktop, laptop, tablet and mobile devices. Working knowledge of products such as SCCM is required. Advanced operating system policies and registry knowledge is required. The ability to create packages for endpoint distribution is highly desirable.Prior Helpdesk experience is required as well as ticketing system experience. This position deals with customers directly so a strong customer service background is required with excellent communication skills both verbally and via email along with a calm demeanor. Strong organization and attention to detail is paramount.Duties include technical support and problem resolution for mobile devices, desktop, laptop and tablet devices, printing and end user network support. Utilizing products such as SCCM to deploy patches, accurately create metrics and reports in a timely fashion is required. Customer support will be given by way of a combination of phone, deskside and TechCentral. This position will utilize the End User Support areas problem resolution management system along with other approved tools to reach problem resolution.
Research and resolve escalated issues. Assess reported problems, questions, and requests with a focus on consistent and logical information gathering and diagnostics. Navigate complex problem resolutions with extensive knowledge of desktop, registry and policies to be able to serve as technical expert for other members of the team.
Assist Office Depotassociates and contractors with the daily operational support for the following end user platforms; Windows Operating Systems (Win7, Win10, IOS and Android), desktop & laptop hardware, mobile devices and Macintosh hardware and Operating system support
Identify core issues/patterns. Work with Engineering to resolve issues. Research and resolve escalated issues in the respective End User support area. Assess reported problems, questions, and requests with a focus on consistent and logical information gathering and diagnostics
Take part in Executive Support as necessary (primary or backup as assigned). Be extra attentive to emails, phone calls and texts from Admins and Executives. Take an active role in Meeting/Event support
Provide support and troubleshooting for:Windows/MAC operating systems,system policies and registry setup, automated patching and software distribution (SCCM),basic networking troubleshooting
Bachelors degree or equivalent experience in information systems management, computer science, or business management
This position requires knowledge of Microsoft operating systems, and network based hardware/software
Minimum 5 years experience in related field
A , MCP, MCDST, MCSA , Net ITIL certifications a plus
Operational support direct with users on desktop platforms. Deskside issue resolution experience preferred.
Must have experience supporting Windows/Macintosh platforms within an enterprise environment, including networking, Active Directory and printing
Experience work with and administering SCCM.
Has served in an active technology support role for a medium to large enterprise environment 5000 user base
Well versed in Active Directory computer object management, desktop Policies, Anti-Virus products, imaging management and enterprise printing required.
Good working knowledge of Microsoft Windows 10, Windows 7, IOS and Android mobile operating systems in an active support role required.
Experienced with hardware and software diagnosis and repair.
Experience creating packages for software distribution (SCCM)
Experience supporting a retail environment is a plus
Well versed in change and incident management core practices.
Experience using an automated ticketing system is required.
Ability to manage track and report on key metrics.
Win7/10 OS troubleshooting knowledge; Required
Helpdesk experience; Required
Microsoft Office troubleshooting knowledge; Required
VPN/Direct Access/Remote Connectivity; Highly desired
Mobile Device Support (Android, iOS); Highly desired
Relevant deskside troubleshooting experience; Required
MAC (OSX) support; Required
Telephone Support using remote tools; Required
Experience using a ticketing system; Required
Good interpersonal/customer service skills; Required
Package creation (SCCM); highly desired
Ability to make sound technical decisions on the fly to meet the customer's needs.
Ability to manage multiple issues at one time.
Ability to work well as part of a team.
Ability to clearly communicate with customers to ensure they understand issues, and how they will be resolved via email, phone and personal contact.
Pay, Benefits and Work Schedule:
Office Depot and Office Max offers competitive salaries, a benefits package, which includes a 401(k) and more, along with plenty of opportunity to move and grow within our organization! For immediate consideration for this exciting position, please click the Apply Now button.
Equal Employment Opportunity:
Office Depot and Office Max is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, sexual orientation or any other characteristic protected by law.
Office Depot, Inc
Website : http://www.officedepot.com/
Office Depot, Inc., together with its subsidiaries, supplies office products and services. The companys North American Retail division sells an assortment of merchandise, including office supplies, technology products and solutions, business machines and related supplies, facilities products, and office furniture under various brands through its chain of office supply stores. Its North American Business Solutions division sells branded office supplies, technology products, cleaning and breakroom supplies, office furniture, services, and other solutions, as well as copy and print services to small, medium, and large-sized businesses through a sales force, catalogs, telesales, Internet sites, and limited store locations. The companys International division sells office products and services through direct mail catalogs, contract sales forces, Internet sites, and retail stores using company-owned operations, joint ventures, licensing and franchise agreements, alliances, and other arrangements. This division also participates under licensing and merchandise arrangements in South Korea, Israel, the Dominican Republic, and the Middle East. It offers its products under various labels, including Office Depot, OfficeMax, Viking Office Products, Foray, Ativa, Grand & Toy, TUL, and DiVOGA. As of February 25, 2014, the company operated 2,200 retail stores in 57 countries. Office Depot, Inc. was founded in 1986 and is headquartered in Boca Raton, Florida.