Owens & Minor · 2 weeks ago
Desktop Support Analyst, End User Experience- MAC experience
Glen Allen, VA
Full-time
Onsite
Entry, Mid Level
$70K/yr - $80K/yr
2+ years expOwens & Minor is a Fortune 500 company that plays a critical role in the healthcare process, providing integrated technologies and services. They are seeking a Desktop Support Analyst to provide technical support for endpoint devices, primarily in a MacOS and Windows environment, ensuring timely resolution of issues and enhancing user satisfaction.
Health CareSupply Chain Management
Responsibilities
Support the Mission and Vision: Supports the mission and vision of Owens & Minor’s Global Infrastructure Delivery Excellence organization, fostering a business-oriented culture and mindset driven by continual service improvement techniques
Provide Technical Support: Answer and resolve endpoint migration-related requests/incidents over the phone, Teams, remotely, or in-person efficiently and professionally as part of a global Desktop Support Team
Diagnose and Troubleshoot Issues: Offer Level One to Level Three solutions by diagnosing hardware, software, printing, and network connectivity issues, including LAN, WAN, WLAN, and VPN access in a MacOS, Windows 10/11 and Microsoft Office 365 environment
Configure Endpoint Devices: Configure endpoint hardware/software, including desktops and laptops, ensuring proper setup and functionality
Manage Incident Resolution: Proficiently manage the resolution of inbound requests and/or incidents, balancing the need for customer service and issue resolution
Communicate Technical Concepts: Effectively translate moderately complex technical concepts into easy-to-understand language to assist non-technically oriented customers
Record Interactions: Record all interactions with customers in an incident management tracking tool (ServiceNow) to ensure accurate documentation and tracking of issues
Install and Update Software: Oversee the installation and update of computer software on end-user computers as needed
Respond Timely: Respond to requests in a timely manner to ensure minimal disruption to end-user productivity within expected SLAs
Collaborate with Teams: Coordinate and escalate issues to other teams as needed, providing feedback to ensure an excellent customer service experience
Stay Informed: Stay abreast of new technologies and platforms, providing recommendations on emerging technologies that should be considered within the EUX Endpoint Lifecycle Management
Support Special Projects: Provide support on special projects and initiatives as business needs evolve, such as Windows 10 to Windows 11 migration
Maintain Best Practices: Collaboratively establish, update, and maintain best practices for the entire end-user endpoint lifecycle support process
Provide input on training programs designed to educate our computer users about basic computer use and specialized applications
Performs additional duties as directed
Qualification
Required
Associate's Degree in Computer Science, Information Systems, or related field of study, or equivalent work experience
Minimum of 2-3 years of experience in IT support roles, specifically in desktop support or helpdesk environments
Experience with MacOS, preferably how they interact with an enterprise environment such as Active Directory and Intune
Recent demonstrated experience with management of MacOS-based devices using platforms such as Intune, Jamf and/or Addigy
Experience with Windows 10/11 operating systems and Microsoft Office 365
Familiarity with endpoint device management, including installations, upgrades, and troubleshooting
Strong customer service skills and the ability to communicate technical concepts to non-technical users
Strong knowledge of MacOS, Windows 10/11 operating systems, Microsoft Office 365, and endpoint device management
Excellent troubleshooting skills for hardware, software, and network connectivity issues
Strong customer service skills with the ability to communicate effectively with non-technical users
Ability to explain technical concepts (both verbally and written) in simple terms and document interactions accurately in incident management tools like ServiceNow
Ability to manage multiple tasks and prioritize effectively to ensure timely resolution of issues
Ability to work collaboratively with other IT teams and escalate issues when necessary to ensure a seamless support experience
Willingness to stay updated with new technologies and adapt to changing business needs
Meticulous in following procedures and documenting support activities to ensure consistency and reliability
Ability to analyze and diagnose issues systematically to find effective solutions
Maintain a professional demeanor and build positive relationships with end-users and team members
Ability to travel up to 10%; may include international travel
Preferred
Experience with incident management tools, such as ServiceNow, is preferred
Benefits
Medical, dental, and vision insurance, available on first working day
401(k), eligibility after one year of service
Employee stock purchase plan
Tuition reimbursement
Company
Owens & Minor
Owens & Minor, Inc.
10001+ employees
H1B Sponsorship
Owens & Minor has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (9)
2024 (3)
2023 (3)
Funding
Current Stage
Public CompanyTotal Funding
$2.1B2025-04-02Post Ipo Debt· $1B
2022-03-18Post Ipo Debt· $600M
2021-03-03Post Ipo Debt· $500M
Leadership Team
Jonathan Leon
Senior Vice President, Corporate Treasurer
Recent News
MarketScreener
2026-01-03
2026-01-03
Company data provided by crunchbase