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    Sr. Desktop Support Analyst - Charlotte, United States - Driven Brands

    Driven Brands
    Driven Brands Charlotte, United States

    3 weeks ago

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    Description

    Company:Driven Brands

    We invite you to join us at Driven Brands

    Headquartered in Charlotte, NC, Driven Brands (NASDAQ: DRVN) is the largest automotive services company in North America, providing a range of consumer and commercial automotive needs, including paint, collision, glass, vehicle repair, oil change, maintenance and car wash.

    With over 4,500 centers in 15 countries, Driven Brands is the parent company of some of North America's leading automotive service brands including Take 5 Oil Change, Take 5 Car Wash, Driven Glass, Meineke, Maaco, CARSTAR, and more. Our network services over 50 million vehicles annually and generates more than $5 billion in system-wide sales each year.

    Our culture inspires high performance and innovation, enabling our employees to go further, faster in their careers. With amazing people and great brands, we confidently look forward to exciting growth ahead, and believe in following the values that support this vision.

    JOB DESCRIPTION:

    The Sr. Desktop Support Analyst role is to provide 2nd level support to all Driven Brands users across all brands. This role will be responsible for the support and maintenance of desktops, laptops, user accounts, mobile devices, and peripherals within the organization. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and software to ensure optimal performance. The position will support troubleshoot problem areas (remotely, in person, by telephone or via email) in a timely and accurate fashion and provide end user assistance where required while following all guidelines and expectations set by the IT Support Manager. The Sr. Desktop Support Analyst is also responsible for receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations.

    Core Duties:

    • Troubleshoot incidents escalated by level one help desk analysts.
    • Fulfill requests escalated by level one help desk analysts.
    • Install, configure, manage user accounts, test, maintain, monitor, and troubleshoot end-user computers, mobile devices and related hardware and software in order to deliver required service levels.
    • Collaborate with the Infrastructure, and other IT teams to troubleshoot network connectivity, infrastructure, windows administration, or application issues as directed.
    • Responsible for all onboarding and offboarding, including creating/removing accounts in active directory and oversee/assist in building all new hire workstations.
    • Use MDM service to help manage, and secure mobile devices used by your employees. Manage apps, devices, and data for our employees and set up security policies to help protect company's data.
    • Be proficient in managing users and deices in Intune, deploying Intune clients, software, creating & testing Intune policies
    • Accurately log incidents in ServiceNow following ITIL best practices of categorization, prioritization, and escalation
    • Assist in maintaining an accurate inventory of all IT related equipment.
    • Document known issues to be added to our knowledge base.
    • If necessary, liaise with third-party vendors to resolve complex issues for example end user device warranty requests.
    • Work with the corporate Security team to identify and remediate threats to the end user laptop/desktop environment using CrowdStrike security platform(i.e. virus, spyware, malware, etc.).
    • Work on special projects/initiatives as required to promote operational efficiency.
    Qualifications:
    • College diploma or university degree in the field of computer science or related fields or equivalent knowledge and/or 4 - 6 years' work experience.
    • Advanced knowledge and experience with Microsoft Windows OS, Microsoft Office applications, Intune, iOS, Android, MFA, AD,
    • MAC OS experience
    • Experience using ServiceNow as ticketing system.
    • Experience in working in an ITIL structured environment and understanding of general ITIL best practices.
    • Solid understanding of Wired and Wireless Networking concepts, general troubleshooting steps, and network tools (Ping, Traceroute, etc.)
    • Strong customer service orientation
    • Strong interpersonal, written, and oral communication skills.
    • Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations.
    • Ability to present ideas in a user-friendly language.
    • Highly self-motivated and self-directed.
    • Proven analytical and problem-solving abilities.
    • Experience working in a team-oriented, collaborative environment.
    • Lifting and transporting of objects, such as computers and peripherals
    #LI-KD1

    #LI-HYBRID

    #DBCORP
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