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Boston Properties (BXP) · 3 months ago

Senior Service Desk Analyst

Boston, MA

Full-time

Onsite

Senior Level

5+ years exp

Boston Properties, Inc. is seeking a Senior Service Desk Analyst to oversee and support IT services for end-users. The role involves managing technologies and processes to maintain IT standards and security, serving as a technical resource for escalated issues, and implementing service improvement initiatives.

FinanceReal EstateReal Estate Investment

Growth Opportunities

Responsibilities

Respond in person/remotely; escalate across regions; support OS/apps (Windows 11, M365, Azure VD, Adobe); maintain AD accounts; Intune proficiency

Support the use of operating systems and desktop software applications. Maintain and enforce software policies and standards

Deploy and support hardware including desktops/laptops, printers, mobile devices, phones, and conference room technologies. Maintain and enforce hardware policies and standards

Provision and manage access through Active Directory and Security Manager. Maintain and enforce directory policies and standards

Deploy and support corporate applications, systems, and services

Serve as the point of technical escalation on issues and their resolution for other team members, Infrastructure Services and Application & Data Services

Support Windows Group Policies, AD OUs, Intune profiles; maintain/enforce security policies; patching via SCCM/Intune; maintain inventory

Manage packages and the deployment platform for all desktop software

Manage the patch and compliance process for all desktop software. Partner with IS Security team on reporting, analysis and ongoing improvements

Manage process, service, and technology improvement initiatives and assume ownership of ServiceNow automations/workflows

Partner with Infrastructure Services and Application & Data Services on upgrades, deployments, and implementations. Serve as an onsite technical resource

Utilize Microsoft’s System Center Configuration Manager (SCCM), InTune, and other technologies to develop and provision services

Maintain documentation in accordance with policies and control requirements

Conduct research on new technologies or products

Recommend purchases based on an assessment of user requirements

Conduct one-on-one instruction

Special projects and other duties assigned

Qualification

Windows 10/11Microsoft OfficeActive DirectorySCCMPowerShellIntuneNetworkingCustomer serviceMulti-task managementTechnical troubleshootingCommunication skills

Required

A bachelor's degree or equivalent educational certification required

A minimum of 5 years' desktop support experience in a Microsoft environment

Possess an extensive knowledge of Windows 10/11, MS Office; remote support apps (Teams, RDP); networking (switches, routers, firewalls); scripting (PowerShell)

Possess a strong working knowledge of desktop security protections, group policies and patching solutions

Understand networking concepts and possess a basic working knowledge of switches and routers

Proven ability to provide support for troubleshooting and resolving technical issues

Excellent verbal and written communications skills. Proven ability to interact with all levels of employees

Ability to demonstrate multi-task management skills

Ability to partner on and/or self-manage projects

Demonstrated commitment to and proficiency in customer service culture. Exhibits and champions excellence in work habits and a willingness to embrace change

Demonstrated ability to work proactively, independently, and as part of a team is essential

Be detail-oriented and methodical in solving problems and managing multiple projects

Possess an aptitude toward learning technical concepts. Be results-oriented and a quick learner in supporting new products and technologies

Be able to travel and to work flexible schedules outside normal business hours when required