Desktop Support Analyst - Lynchburg, VA

J. Crew Desktop Support Analyst 

Provide onsite and remote technical support for end users (This is a hybrid position). Desktop Support Analyst duties include managing and troubleshooting endpoints, dispatch service requests, and work with escalation partners as needed to expedite resolution to support business operations. This role requires a proactive approach to troubleshooting and maintaining a stable and secure computing environment.

Duties and Responsibilities

Essential Functions:

• Manage an array of endpoint devices & peripherals
• Install software and install/repair hardware and peripherals
• Ensure information/device security compliance
• Troubleshoot, diagnose, and implement corrective action regarding technical issues
• Operate in fast-paced environment and cater to multiple types of environments (Distribution Center, Customer Contact Center, and corporate users)

Interpersonal Skills:

• Excellent customer service skills, including written and verbal communication
• Expert technology problem solver – researching, troubleshooting, root cause identification skills

Education and Experience:

• Bachelor’s Degree in Information Systems, Computer Science, or A+ Certification  preferred.
• Must have 2+ years’ experience as an End User Support technician or in a role demonstrative of ability to provide tier 2 support in an enterprise environment.

Technical Skills & Abilities

Microsoft Windows & Office Applications:

• Strong foundation in Microsoft Windows & Microsoft Office operating system and applications
• Microsoft Windows 11, Office 365, Office 2024, Sharepoint, Teams, Entra/Azure, SSPR, MFA
• Intune device deployment via Autopilot

• Microsoft Exchange user mailbox and distribution list creation and modification
• Working knowledge of Amazon workspaces or similar VDI environment. Monitor and optimize performance of workspaces. Identifying and resolving performance bottlenecks.

Active Directory:

• User & group administration. User account modification and user group membership management
• Group Policy. Familiarity with group policy application in a corporate environment

End User Device Management:

• Imaging desktops, laptops, Thin Clients, via Microsoft Intune

Mobile Device Management:

• Manage company provided mobile phones as well as BYOD mobile devices via Company Portal
• Mobile Device Management of RF scanners using SOTI MobiControl
• Troubleshoot RF scanners and coordinate off-site repair as needed

Printer Management:

• Configure and support a variety of production and administrative printer models
• Ensure timely toner replacement via managed service, and coordinate/facilitate onsite technical support as needed
• Administration of network printers via Windows print server and CUPS

• Knowledge of secure printing capabilities and features

Device Network Management:

• DHCP – Understanding of DHCP and ability to manage DHCP-enabled clients in corporate environment with multiple scopes, ability to create/manage reservations and set static IP
• DNS – Understanding of DNS and how it relates to/impacts troubleshooting connectivity issues
• Wireless – managing user connectivity issues related to corporate and guest wireless connectivity
• Working knowledge of network patching and vlans & client level firewall configuration

Documentation: 

• Create knowledge-based documentation of configuration and corrective action for IT systems and processes for use by internal IT staff and end users.

Preferred Skills:

• PowerShell scripting for task automation
• Familiarity with various AI platforms encouraged

One of our core focuses here at JCG is creating a community and culture that builds belonging. We are deeply committed to our Diversity, Equity and Inclusion efforts, and we warmly welcome job applicants of all backgrounds.

JCG is proud to affirmatively provide equal opportunity to all associates and qualified applicants without regard to race, color, religion, national origin or citizenship, age, sex, marital status, ancestry, legally protected physical or mental disability, veteran status, gender identity, sexual orientation or any other basis protected under applicable law.