Job Description

The Desktop Support, Senior Analyst (DSSA) provides Tier support for MRO employees, resolving escalations from the Service Desk and administering key end-user platforms (directory/identity, device management, and corporate applications). The role also partners with a third-party vendor to provision and deploy devices across the employee lifecycle and supports assigned projects such as application deployments, platform launches, and security initiatives.

TASKS AND RESPONSIBILITIES: 

  • End-User Support Escalations: The DSSA role will receive items deemed too complex or specialized for the “Tier ” MRO Service Desk team. The DSSA would actively partner with the Service Desk Team on “shift left” activities, such as coaching, creation of instructional materials, or technical presentations, to help improve the skillset of his/her peers and resolve issues at the lowest tier. Utilize MRO’s ticketing system to properly document, resolve, ...

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