Workplace Solutions Analyst

Responsibilities:

• Deliver workplace solution services to the organization including end user hardware, printers, conference room technology, 3rd party software installations and license management
• Ensure workplace solutions services are delivered in accordance with defined SLAs that meet the needs of the business
• Evaluate, assess and evolve workplace solution services delivered with a continuous improvement mindset
• Work with vendors to meet business needs
• Collaborate with the Security, Service Desk, and Application teams to deliver on IT projects and needs of the overall business
• Keep up to date on industry best practices and apply them to workplace solution services for the Brooks technology organization
• Identify opportunities to streamline workplace solution services and technology
• Manage multiple projects simultaneously in addition to daily workflow and accomplish deliverables on time that contribute to meeting department goals
• Implement the hardware and software standards as defined
• Ensure operating systems, drivers, firmware and 3rd party software is kept up to date and complies with security standards
• Ensure device refresh and inventory controls processes are followed for workplace solutions.
• Implement and support the conference room technology tools
• Support the email technology tool suite including Microsoft 0365 including Teams
• Perform diagnostics and device troubleshooting for workplace solution technology issues for Brooks employees
• Partner with the Service Desk team to deliver on technology onboarding/offboarding and lifecycle replacement processes

Qualifications:

• Associate’s degree (or equivalent experience) in a technology focused program in Information Systems, Computer Science or relevant major.  Additional higher education and/or technical certifications a plus!
• 3+ years of experience supporting IT operations in a corporate environment
• Professional experience and proven problem-solving skills with:
• Hardware (Lenovo, Apple, Android, Windows & Windows Mobile)
• Microsoft Software (AD, Exchange, File & Print Services, Windows OS/Server, Office Suite for PCs and Macs)
• Microsoft O365 communication suite including Microsoft Teams meeting and voice technology
• EndPoint protection solutions (Anti-Virus, OpenDNS Umbrella, etc.)
• Adobe Software (Reader, CS/Cloud Suite Applications)
• System Imaging Creation (SCCM/Munki)
• IP Phone Systems and VoIP Services
• Networking Services (wired and wireless network, print, telephony)
• VPN Access and WAN Services
• Enterprise class LAN services
• Highly developed troubleshooting skills; tenacity and hunger for finding the root cause of a problem
• Experience working with a variety of personal computing form factors (PCs, Macs, tablets), multi-function print/scan/copy/fax devices, wired and wireless local area networks, remote access via VPN, and IP phone systems
• Customer-service focused with the ability to provide an appropriate sense of urgency for troubleshooting and service delivery regardless of time of day or night
• Excellent interpersonal skills that inspire and build trust for effective working relationships across the company
• Ability to read and comprehend technical documents
• Ability to work independently and as part of a team
• Have an organized approach to work with attention to detail
• Be an effective team player; collaborative worker
• Good, clear and concise written and verbal communication skills; ability to communicate ideas effectively people who possess varying levels of understanding technology
• Knowledge of IT Operations and ITIL best practices
• Innovative self-starter – always looking at improving our processes while also displaying a willingness to dive into the details and help wherever necessary
• Excellent verbal and written communication skills, demonstrating effective listening through concise, clear verbal and written communication
• Keen attention to detail in planning, organization and execution of tasks, while still seeing the big picture and understanding how all the pieces fit together and affect one another
• Ability to anticipate how a decision made can affect our customers, our partners, our products or other departments’ operations and/or morale; “connecting the dots”
• Demonstration of innovation and initiative – always looking to improve client services delivery and assist wherever necessary
• Ability to understand and empathize with the runner to develop loyal, engaging relationships with our customers and the Brooks community
• Embraces and lives the Brooks values!