Lead Desktop Support Analyst (Remote)

Since 1873, educators have trusted Follett as a partner in the mission to build confident, independent, and well-rounded students.

For administrators, Follett-powered technology can help you track investments, maximize resources, and tap into student data. For librarians, Follett can help you build a diverse collection of print and digital resources that support every student. For teachers, the Follett universe of materials includes curated, standards-aligned, and customizable tools, plus an extensive selection of the book’s kids want to read.

From content to technology, Follett helps educators unlock potential in more than 45 million students worldwide

Position Summary

Documents policy and procedures for IT Support Services and resolves escalation for PC technicians for complex troubleshooting. Oversees inventory of all computer equipment and notifies managers of any shortages. Configures, installs, modifies, and repairs personal computers and peripherals. Installs software and checks it to ensure the device is performing according to user specifications before shipping or installing new equipment. Appraises defective equipment for repair or replacement and troubleshoots computers coming in from the field for repair. Maintains equipment for FSS. Answers System support phone and logs service requests in the work ticket tracking system.

Responsibilities

Install, configure, maintain – repair

• Analyze users’ requests for printers, software and hardware. Provide a recommendation that will allow compatibility and integration with company strategies. Work with vendors to obtain quotes and IT purchasing coordinator to place orders.
• Create and maintain technical documentation, instructions and other troubleshooting guides to ensure efficient planning and execution.
• Ensure company software license compliance. Work with local management to remediate non-compliant software.
• Provide support for remote system access, including VPN and remote desktop connections.
• Monitor local server performance and backup status; resolve issues when needed.
• Monitor OS and software patch compliance.
• Activate network user accounts and mailboxes. Provide access to appropriate file server directories.

Customer service – support

• Meets with personnel from user departments in order to determine needs, scope, and priorities of computer systems. Assist departments to develop projects and provide specific systems information requirements.
• Assists helpdesk staff in completing work tickets as needed or requested.
• Facilitate laptop hardware and software training for new users as requested.

Projects

• Review maintenance and service contracts for IT equipment. Work with vendors to ensure renewals are processed.
• Support in-house applications.
• Provide remote support to users and respond to after-hours support requests.

Qualifications

• Four-year college degree in business or computer science, or equivalent broad training or work experience.
• A+ and Network+ certifications strongly preferred.
• Azure / Cloud experience, AVD / VM creation preferred.
• Experience with Mac hardware desired.
• 5 – 7 years related experience in computer operations and/or technical support.
• Typing Skills – 40 words per minute (wpm).
• Command of the English language (speaking, reading – writing).

What Sets Us Apart

• Opportunity to make a difference in a rapidly growing company.
• You will be challenged and encouraged to broaden your skills.
• Direct exposure to Executive leadership team.
• Great health benefits, PTO, and holiday policies
• Casual and flexible work environm ent