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Senior Desktop Support Analyst

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JOB ID: 24000193

Hershey, PA
Full-time
Job Category: Information Technology

Located in Hershey, PA, Milton Hershey School (MHS) is a tuition free, home, and private school for over 2,100 Pre-K through 12th grade students.  Founded in 1909 by Milton and Catherine Hershey, the lives of almost 12,000 graduates have been positively transformed through MHS’s high-quality career-focused education, nurturing home life, and extensive extra-curricular opportunities.  And we are growing to serve more students!

MHS is seeking a full-time Senior Desktop Support Analyst (SDSA) to join the Information Technology (IT) Department.  MHS boasts a comprehensive benefits package with a competitive salary. This role is an in-person position in Hershey, PA and pays $26.98 - $36.02, plus benefits.

The SDSA position serves as the technical lead for MHS's computer environment, playing a crucial role in delivering exceptional customer service while providing expert technical support. This position requires a strong background in managing and optimizing Windows and Apple systems, coupled with a commitment to fostering positive user relationships. The SDSA will be responsible for troubleshooting complex technical issues, implementing best practices, and ensuring seamless operation of client systems. With a focus on customer satisfaction, the SDSA mentors team members, collaborates with cross-functional teams, and proactively addresses user needs to enhance overall service delivery. This role is ideal for a technically adept professional who excels in communication and problem-solving, ensuring users receive the highest level of support and expertise. MHS supports a diverse environment of over 5k computers located across campus including over 200 student homes and 50 scholastic and business buildings. Responsibilities include:

  • Manage and optimize a fleet of computers, ensuring performance, security, and compliance with organizational standards (Windows and Apple).
  • Utilize Microsoft MECM and JAMF to manage the deployment, configuration, and management of client computer and software systems.
  • Provide technical leadership for a team of client services analysts and provide escalation support for technical related issues.
  • Analyze and resolve complex technical issues, ensuring timely and effective solutions.
  • Collaborate with cross-functional teams to implement new technologies and improve existing processes.
  • Document imaging processes, best practices, and troubleshooting procedures for workstation management.

Qualifications:

  • Associate’s degree in a Technology related field.
  • 5 years of experience in user technical support, with a focus on enterprise-level workstation management and imaging. 
  • Experience using and supporting Windows, iOS, and Mac OS operating systems.
  • Proficiency in Microsoft Endpoint Configuration Manager (MECM), InTune, AutoPilot, and JAMF.
  • Proven experience in a team lead or mentoring role, with strong leadership skills.
  • Excellent technical troubleshooting capabilities, capable of diagnosing and resolving complex issues.
  • Exceptional communication skills, both verbal and written, with a strong customer service orientation.
  • Ability to manage multiple priorities and work effectively under pressure.
  • Knowledge of ITIL best practices.
  • Candidates must demonstrate a high degree of integrity as all MHS staff are considered role models for students. 
  • Candidates should be eager to engage with students. 
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Milton Hershey School does not discriminate against applicants or employees, in hiring, promotion or any terms or conditions of employment, on the basis of race, color, national or ethnic origin, ancestry, sex, age, religion or religious creed, veteran status, disability or use of a guide or support animal because of the blindness, deafness or physical handicap of the user or because the user is a handler or trainer of support or guide animals, or any other status protected under applicable federal or Pennsylvania law.

Milton Hershey School does not discriminate in admissions or other programs and services on the basis of race, color, national or ethnic origin, ancestry, sex, religious creed or disability. Read important MHS policies on equal opportunity and diversity, equal employment opportunity, and more.