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Company: The New York Times
Position:
Software Support Analyst Job
Location:
Massachusetts
Job Status:  Not Specified
Ad Expires: 
August 5, 2013
Job ID: 1506965

Description:
Software Support Analyst

As a Software Support Analyst, you will be primarily responsible for the virtualized Desktop environment & the Macintosh Platform. On the Desktop & Virtualization front, you would be responsible for developing desktop & virtualization strategy that integrates with business applications, using Active Directory, Group Policy and Citrix Profile Manager. Must have experience with Citrix XenDesktop, VDI Desktop, and Windows 7 Desktop. As for the Macintosh platform you will be primarily responsible for managing, and deploying the Mac Laptop and Desktop in the environment. Automate desktop image creation and deployment, and manage processes and technologies to produce comprehensive and integrated deployments. Execution of hardware and software rollouts and migrations, Researching problems independently as necessary using a variety of tools and resources to provide a comprehensive review and analysis of the problem. Owning and resolving second and third level technical support problems with enterprise and/or specific applications, software and hardware configurations.

Responsibilities:

- Responsible for the analysis, administration and support of thin clients, virtual and physical desktops.
- Diagnoses and troubleshoots problems with PCs, software, communications devices?
- Responds to End User requests for technical support and assistance within established procedures.?
- Provide operational support for Active Directory and related network support equipment to ensure changes and maintenance did not interrupt service to the customers.?
- Provide support and assistance to System Administrator(s), Network Engineer(s) and Telecommunications Systems staff in the delivery of End User support and Systems Maintenance?
- Assist in ensuring compliance with security policies and procedures?
- Responding to escalated requests for technical assistance?
- Provides advice and training to tier 2 desktop support team /end-users?
- Troubleshoots and resolves complex problems.?
- Maintains current knowledge of relevant hardware and software applications as assigned.
- Participates in special projects as required.

Qualifications:

- MAC Desktop & Application support experience in a large enterprise environment
- Deep knowledge of common desktop operating systems: Mac OS.
- Working knowledge of desktop network (wired and wireless) and network trouble-shooting skills.
- Extremely customer-oriented, treating co-workers and customers with the utmost consideration and respect.
- Ability to build excellent relationships with all employees.
- Ability to follow-up on assignments from senior members of the team, and complete tasks in a timely manner.
- Manage MAC Operating Systems in multi-platform environments
- Desktop imaging and user profile management
- Configuration Management and Centralized Policy Enforcement of the Mac operating system including Remote Management
- Manage complex, multi-platform environments that include MAC Operating Systems
- Advanced knowledge supporting Apple products/ applications:
- Ability to work on multiple projects and deployments simultaneously
- Sound troubleshooting, analysis, problem resolution, judgment and decision making skills
- Strong verbal and written communication skills

Additional support tasks include:
- Windows File Server/ Services

J2W:MON

J2W:MB

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Company Information:

The Boston Globe is wholly owned by the New York Times Company (NYSE: NYT), a leading, global multimedia news and information company with 2011 revenues of $2.3 billion, that includes The New York Times, the International Herald Tribune, The Boston Globe, NYTimes.com, BostonGlobe.com, Boston.com, and related properties. The Company's core purpose is to enhance society by creating, collecting and distributing high-quality news, information and entertainment.

Boston.com is one of the most visited regional portals in the U.S. and is wholly owned by The New York Times Company, a leading global, multimedia news and information company with 2011 revenues of $2.3 billion, that includes The New York Times, the International Herald Tribune, The Boston Globe, NYTimes.com, BostonGlobe.com, Boston.com, About.com and related properties. The Company's core purpose is to enhance society by creating, collecting and distributing high-quality news, information and entertainment.

EEO Statement: The Boston Globe is an equal employment opportunity employer, and does not discriminate on the basis of race, color, religion, gender, sexual orientation, marital status, age, disability, national origin, citizenship or any other protected characteristic. The Boston Globe is committed to diversity in its most inclusive sense.

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