Analyst

• Collaborate with management and internal teams to deliver best-in-class service throughout the organization
• Make End User Support more effective and efficient
• Inform management of technology trends, best practices, pitfalls, etc.
• Identify opportunities to streamline and automate procedures
• Document processes, procedures, system designs, and user how-to knowledge base articles
• Conduct regular audits of hardware and software assets, as well as user accounts and licenses
• Acquire new computers, manage the existing laptop and desktop fleets, and work with vendors to repair and return to service any faulty devices
• Manage physical phones and softphones, including telephony system management tasks within Cisco Call Manager (CUCM)
• Process standard onboarding, offboarding, and access change requests of Redwood staff
• Provide First-level support of existing business applications
• Manage hardware and software assets as well as asset management processes
• Maintain and improve the software deployment process and assist in new computer deployment images
• Ensure PCs are patched and functioning at a high level
• Adhere to all documentation and administrative responsibilities
• Identify opportunities to improve security throughout the organization
• Inform management of trending threat potentials and zero-day vulnerabilities and provide recommended action plans
• Function as a subject matter expert on laptops and desktops computing technologies
• Keep management informed and make recommendations that promote the overall effectiveness of the IT services offered to the business

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