Service Desk Analyst

Job Description

Primary Purpose of Position :

Support the computing needs of all desktop and laptop users, including installation, upgrades, problem resolution and repair.

Essential Functions :

End User Support

• Install and support the use of peripherals and desktop software including, but not limited to, Microsoft Office, Adobe, and other applications.
• Respond to requests for assistance in person or via remote support tools and escalate problems and requests as appropriate across the SF, LA, and Seattle regions.
• Respond to requests for assistance in person or via remote support tools and escalate problems and requests as appropriate.
• Diagnose hardware problems. Perform and / or coordinate the repair of hardware.
• Install new laptops, desktops, printers, mobile devices, and other peripherals. Maintain and enforce hardware policies and standards.
• Support the use of operating systems and software applications including, but not limited to, Windows 11, Microsoft 365, Azure Virtual Desktop, and Adobe applications. Maintain and enforce software policies and standards.
• Interact with the Application, Application Development & Data Services, and Infrastructure teams based in the Corporate office to resolve issues as necessary.
• Maintain user accounts in Active Directory both on prem and on Azure. Support the use of Windows Group Policies and Active Directory Organization Units (OUs). Maintain and enforce security policies and directory standards.
• Perform patching and maintenance as needed using SCCM and / or Microsoft Intune to remediate system vulnerabilities, reduce risk, and to ensure standards.
• Maintain the inventory of hardware and software.
• Manage and maintain standard desktop images and installations.
• Support the use of audio-visual equipment in conference rooms.
• Provide "white glove" level of service at all times.
• Provide secondary support to the regional properties, as directed by the Director, Regional IT Services.

Operations Support

Internal Operations

General

Requirements and Qualifications :

Physical Requirements :

Internal and External Contacts :

Reporting Structure :

Salary Range :

$68,300 - $88,600. BXP offers a competitive total rewards package including base salary and annual discretionary bonus. The range represents expected base salary; compensation will be determined based on role, skills, experience, qualifications, location, and other job-related factors. Our comprehensive benefits include medical and dental coverage, a retirement savings plan with competitive company match, backup childcare, educational assistance, employee support programs, a generous commuter transit subsidy and more.

BXP is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.