Deskside Support Analyst at News Corp – Depew, New York

News Corp

News Corp is a global, diversified media and information services company focused on creating and distributing authoritative and engaging content to consumers throughout the world. The company comprises businesses across a range of media, including: news and information services, book publishing, digital real estate services, cable network programming in Australia, and pay-tv distribution in Australia.

Headquartered in New York, the activities of News Corp are conducted primarily in the United States, Australia, and the United Kingdom.

Buffalo - Depew

Full time
Job_Req_51136

Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, or disability status. EEO/Disabled/Vets

Job Description :

Position - Deskside Support Analyst
Location - 3010 Walden Ave - Depew, NY,
In office - 5 days a week

News Corp is looking for a Deskside Support Analyst to provide internal facing technical support for our
employees and contractors. Global Technology is a shared technology services model across several
News Corp business units including; Dow Jones, HarperCollins, The New York Post, and Realtor.com.
Candidates should have a passion for technology and a desire to help people. The individual in this role
has a wide scope of responsibilities including PC, Mac, networking, SCCM, Active Directory, Office 365,
Google suite and more. They will provide assistance with issues, questions, and requests submitted by
our customers via remote access, through email, ticketing system, and/or hands on intervention as
needed. Deskside Support Analyst are responsible for coordinating appropriate interactions to address
every request to resolution.

Position mandates continuous learning as new technologies emerge or as the company implements
them. Qualified applicants will have in-depth knowledge of Windows and Mac desktop environments,
exhibit resourceful thinking, maintain a willingness to find answers, all while exhibiting excellent
interpersonal interactions with customer base. This is a vital IT team member who increases customer
satisfaction. Ability to successfully communicate technical information, both written and verbal, to a wide
range of users is required.

Responsibilities:
• Work directly with customers in person, via phone, via ticketing system, and email
• Image, deploy, and maintain all HW including desktops, laptops, monitors, docking stations and
desktop printers
• Installation, configuration and troubleshooting of:
o MAC and Windows OS
o Various applications
o Basic network connections
• Conference room video and audio support
o Support/set up of audio visual equipment
o Support employee meeting setup
• Desktop support will provide training on applications and share responsibility for training new
employees
• Support all models of cellular/tablet devices, including Android, IOS and mobile operating
systems
• Support remote users as needed
• Maintain accurate asset inventory - CMDB
• This position is on-site 5 days per week

Major Accountabilities:
Troubleshooting
• Resolves 1st and 2nd level support issues concerning hardware, software, networking, active
directory, applications, and meeting coordination
• Responds to all queries, triaging each in a prioritized and timely manner
• Records issues in the tracking software and escalates complex issues to appropriate 3rd level
support

• Owns incident and request tickets, performs follow-up, and ensures proper closure is reached
and communicated
Hardware
• Provides hardware support for PCs, Macs, printers, network, VoIP phones, wireless and
handheld devices
• Able to deploy OS images for PC and Mac
• Coordinates with vendors and service providers for in-warranty hardware replacement and
service
• Follows standard guidelines to install and configure new equipment and peripherals, moving, and
updating equipment for regular replacement and to accommodate staff moves and changes
Software
• Provides support for software with emphasis on Microsoft Windows and Office products, Apple
OS X, Adobe creative suites, terminal services session, and other in-house applications
• Responsible for updating and maintaining software products and applications as required
Asset Management
• Accurate and timely physical management of assets, as well as accurate documentation within
our internal database (CMDB) is an essential element to the position
• CMDB accuracy is critical to the business as the primary inventory tool

Other

• Participates in the evaluation, piloting, testing and launch of new hardware, software and apps
• Participates in various IT initiatives, desktop projects and research
• Proposes process improvements
• Create desktop communications, announcements and presentations to the company and sub
groups
• Researches using web, manuals, publications, etc., including other IT staff and vendors to
troubleshoot and answer customer questions
• Manages, maintains, and improves technical documentation
Required Skills:
• Two-year or Bachelor's Degree in computer sciences or minimum 2 years previous working
experience in a corporate IT environment
• Working with PC and Mac hardware, network printers and computer networks
• Must hold competent oral and written communication skills
• Must assist with phone, email support and in person deskside support
• Expert troubleshooting skills of Windows , SCCM, Antivirus software, Adobe creative suites, Mac
OS X, OSX disk utility, Microsoft Office365
• Good written, oral, and interpersonal skills
• Customer service oriented, team player, good listener
• Ability to lift 20 lbs., and agility to work under desks at times

Desired Skills:

• Ability to multitask, in a fast-paced environment
• Independently plan, organize, and prioritize workload
• Possess analytical thinking, and problem-solving skills
• Commitment to customer service
• Must be self-motivated, energetic, and proactive personality

Job Category:

Pay Range: $40,000 - $50,000

We recognize that attracting the best talent is key to our strategy and success as a company. As a result, we aim for flexibility in structuring competitive compensation offers to ensure we are able to attract the best candidates. The quoted salary range represents our good faith estimate as to what our ideal candidates are likely to expect, and we tailor our offers within the range based on the selected candidate's experience, industry knowledge, location, technical and communication skills, and other factors that may prove relevant during the interview process.

Pay-for-performance is a key element in our strategy to attract, engage, and motivate talented people to do their best work. Similarly to salary, for bonus eligible roles, targets are set based on a variety of factors including competitive market practice.

For benefits eligible roles, in addition to cash compensation, the company provides a comprehensive and highly competitive benefits package, with a variety of physical health, retirement and savings, caregiving, emotional wellbeing, transportation, and other benefits, including "elective" benefits employees may select to best fit the needs and personal situations of our diverse workforce.

About_Us

News Corp is a global, diversified media and information services company focused on creating and distributing authoritative and engaging content to consumers throughout the world. The company comprises businesses across a range of media, including: news and information services, book publishing, digital real estate services, cable network programming in Australia, and pay-tv distribution in Australia.

Headquartered in New York, the activities of News Corp are conducted primarily in the United States, Australia, and the United Kingdom.