Desktop Tech Implementor - Data Analyst

Overview

Remote
$60,000 - $80,000
Full Time

Skills

Microsoft SCCM
ServiceNow
JIRA
Scripting
Release management
SNOW
ticket tool

Job Details

Job Description:

We are seeking a skilled Desktop Tech Implementor - Data Analyst to join our IT operations team. The successful candidate will play a key role in the deployment, management, and support of desktop technologies while leveraging data analysis techniques to optimize systems and workflows. This role requires a strong understanding of SCCM (System Center Configuration Manager), software packaging, operating systems, and hands-on experience with Jira and ServiceNow (SNOW) ticketing tools to ensure efficient management of IT incidents, requests, and changes.

Key Responsibilities:

  • SCCM & Desktop Implementation:

    • Manage and implement desktop solutions using SCCM (System Center Configuration Manager) for software deployments, updates, and system configurations.
    • Package and deploy software applications efficiently across the desktop environment, ensuring minimal disruption and maximum performance.
    • Assist with the integration and implementation of new desktop technologies or updates in the IT infrastructure.

  • Operating System Management:

    • Maintain and troubleshoot operating systems (Windows, macOS, etc.) ensuring optimal performance and security.
    • Perform system installations, upgrades, and configurations on desktops and laptops.
    • Assist in system imaging and deployment processes to ensure consistency and reliability across user devices.

  • Data Analysis & Reporting:

    • Collect, analyze, and interpret data related to desktop system performance, software deployments, and incident trends.
    • Generate regular reports and dashboards to provide insights into the status of system performance, deployment success, and ticket resolution.
    • Identify opportunities for process improvements and provide recommendations based on data analysis to optimize desktop support workflows.

  • Incident & Request Management:

    • Use Jira and ServiceNow (SNOW) ticketing systems to manage, track, and resolve desktop-related incidents and service requests.
    • Ensure all tickets are updated, categorized, and prioritized according to service level agreements (SLAs).
    • Collaborate with cross-functional teams to resolve complex issues in a timely and efficient manner.

  • Collaboration & Support:

    • Work closely with other IT teams to ensure smooth implementation of software, operating system updates, and desktop configurations.
    • Provide technical support and troubleshooting for desktop users, addressing hardware and software issues as they arise.
    • Participate in end-user training and provide guidance on best practices for using desktop systems and software applications.

  • Documentation & Knowledge Base:

    • Document desktop configurations, system setups, and standard operating procedures (SOPs) for internal use.
    • Maintain an up-to-date knowledge base to improve troubleshooting and streamline issue resolution.

Skills & Qualifications:

  • Essential:

    • Solid experience with SCCM for software deployment, updates, and operating system management.
    • Strong foundation in operating systems, primarily Windows and macOS, and their configuration and troubleshooting.
    • Experience with software packaging and deployment tools.
    • Familiarity with Jira for project management and issue tracking.
    • Experience using ServiceNow (SNOW) or similar IT service management (ITSM) tools for incident and request management.
    • Excellent analytical and problem-solving skills, with the ability to assess and interpret data to improve processes.
    • Strong communication and interpersonal skills, with the ability to interact with both technical and non-technical users.

  • Preferred:

    • ITIL certification or knowledge of ITIL best practices for incident, problem, and change management.
    • Knowledge of PowerShell scripting or other automation tools to streamline desktop management tasks.
    • Experience with virtual desktop infrastructure (VDI) and remote desktop solutions.
    • Certification in relevant technologies (e.g., Microsoft Certified Solutions Associate (MCSA), Microsoft Certified Solutions Expert (MCSE)).
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

About Teceze Ltd