Apply on Employer Site

Dimensional Fund Advisors · 2 hours ago

Senior Desktop Support Analyst

Charlotte

Full-time

Hybrid

Senior Level

5+ years exp

Dimensional Fund Advisors is a firm that focuses on implementing innovative, research-driven financial and technical products. The Senior Desktop Support Analyst will provide onsite deskside support, ensuring timely resolution of incidents and assisting executives while contributing to problem management and incident management activities.

Financial Services

H1B Sponsor Likely

Responsibilities

Prioritize and manage critical incidents to maintain business continuity

Investigate root causes of recurring incidents

Implement preventative measures to reduce future occurrences

Identify areas for enhancement in desktop support processes

Collaborate with cross functional teams to implement improvements

Mentor junior team members. (Example - documents and shares knowledge and processes with team members and the larger Technology community.)

Contribute to strategic initiatives related to desktop support

Participate in planning and execution of projects as needed

Completes project tasks and additional duties as designated and assigned by the Manager

Provides Desktop (L2) on-call support. Serves as backup for (L2) or on-call support for the Service Desk by responding to incidents or requests via phone call or email on an as-needed basis (e.g. high call volume overflow, sites with single service desk team members that are out of office or unavailable)

Assists in bridging the gap between Technology teams and Business Groups through logical and tactful discussions and coordination efforts

Documents technical solutions and ensures process documentation is up to date and accurate

Applies critical thinking and problem-solving skills to new and undocumented problems or procedures

Maintains priorities of work as outlined by the Manager and ensures that all requests for direct assistance and contacts are always first referred to the Service Desk for assistance

Supports and maintains an accurate count of all assets supported by the desktop team. Collaborate with different teams to support Inventory states, location information, optimizing and using metrics to validate AMDB data

Performs other duties as assigned

Qualification

Technical support experienceMicrosoft technologiesActive DirectoryRemote support applicationsTicketing systemsWorkstation hardware knowledgeCustomer service skillsProblem-solving skillsCommunication skillsOrganizational skillsTeamwork

Required

5+ years' experience working within a technical support role, supporting end users to include executives, including proven and demonstrable PC (desktop, laptop, mobile devices), printer, monitor, phone, and other IT hardware troubleshooting skills

3+ years' experience with Microsoft technologies, including Windows 11 Operating Systems, Microsoft Office/Office365, Active Directory, Intune, and Exchange Management Console

Demonstrated professional experience with peer influence, training experience, escalation management, creating processes and program oversight. Must have excellent customer service skills including being proactive, friendly, and approachable while maintaining composure in tense, high-pressure situations

Experience with Active Directory (creating user accounts, distribution lists, performing password resets and account unlock etc.)

Experience with remote support applications such as Log Me In Rescue, Remote Desktop Connection, etc

Experience using a ticketing system such as ServiceNow or similar, to manage workload

Excellent organizational and problem-solving skills

Exceptional verbal and written skills, with the ability to articulate a clear point of view on complicated issues in clear, concise communications at various levels of the organization including executives and cross-functional teams

Ability to work in a fast-paced environment, work independently or as part of a team and manage time effectively

Excellent technical knowledge of workstation and desktop hardware and software including but not limited to, Windows 11, Mac OS, and Linux

Has strong knowledge of DNS and DHCP services in a Microsoft environment

Preferred

Degree in Computer Science, Computer Engineering, or related field; experience will be considered in lieu of a degree

A+ Certifications

Certification in ITIL Foundation (v3/v4)

Software distribution tools – Microsoft SCCM 2012 and Intune

Experience supporting Video Conferencing equipment

Experience working with Sentinel One

Experience working with Microsoft Intune mobile/tablet app support

Experience working with Mac OSx and Jamf

Experience working with Ubuntu/Linux

Experience using scripts and automation processes

Benefits

Comprehensive benefits

Educational initiatives

Special celebrations of our history, culture, and growth

Company

Dimensional Fund Advisors

Glassdoor3.8

Dimensional Fund Advisors is a company that provides asset management services.

Founded in 1981

Austin, Texas, USA

1001-5000 employees

https://us.dimensional.com

H1B Sponsorship

Dimensional Fund Advisors 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 (39)

2024 (18)

2023 (35)

2022 (22)

2021 (23)

2020 (31)