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Sr End User Support Analyst - Mac Support

Company: CDK Global
Location: San Jose
Posted on: January 15, 2022

Job Description:

Position SummaryCDK is looking for a Senior Mac and PC Support analyst. The Senior End User Support Analyst, diagnoses, and troubleshoots incoming end user problems regarding hardware issues, connectivity issues, operating system issues, software problems. This job solves a range of senior-level problems and analyzes possible solutions using standard procedures.Position Responsibilities & Essential functions

  • Provides senior-level support services to employees with technical problems and information technology issues involving Mac, PC, connectivity and software issues from local or remote personnel.
  • Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel; delivers case status updates to management and end-users.
  • Images and deploys new Macs or PCs to end users
  • May solve highly technical, complex problems and be called on to consult for other projects.
  • Investigates operational problems/systems to provide support to users of business applications.
  • Answers questions regarding system procedures, online transactions, systems' status, and downtime procedures.
  • Collaborates with network services, software engineering, desktop engineering and/or application development in order to restore service and/or identify problems.
  • Maintains Incident and Requests cases in ServiceNow ensuring timely resolution of incidents/requests/problems.
  • Supports and maintains effective relationships with users.
  • Works under limited supervision and exercises sound judgment to determine appropriate actions when accomplishing objectives.
  • Acts as a mentor and escalation point for lower level analystsEducation and Experience required
    • Bachelor's degree and 3 years of experience; OR
    • Minimum of 5 years of desktop support experience
    • Minimum of 4 years Mac OS administration experienceKnowledge & Skills Desired
      • Apple Certified Support professional (ACSP)
      • Microsoft certifications
      • A+, Network +, Security +
      • JAMF experience
      • Bash and Python scripting
      • Windows 10 support
      • Microsoft 365
      • Active Directory
      • Networking, DNS, DHCP, VPN
      • Installation and configuration of peripherals
      • Strong work ethic
      • Experience with ServiceNowAt CDK, we believe inclusion and diversity are essential in inspiring meaningful connections to our people, customers and communities. We are open, curious and encourage different views, so that everyone can be their best selves and make an impact.CDK is an Equal Opportunity Employer committed to creating an inclusive workforce where everyone is valued. Qualified applicants will receive consideration for employment without regard to race, color, creed, ancestry, national origin, gender, sexual orientation, gender identity, gender expression, marital status, creed or religion, age, disability (including pregnancy), results of genetic testing, service in the military, veteran status or any other category protected by law.Applicants for employment in the US must be authorized to work in the US. CDK may offer employer visa sponsorship to applicants.

Keywords: CDK Global, San Jose , Sr End User Support Analyst - Mac Support, Professions , San Jose, California

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