Senior Specialist, Help Desk / Desktop Systems

Analog Devices, Inc. (NASDAQ: ADI) is a global semiconductor leader that bridges the physical and digital worlds to enable breakthroughs at the Intelligent Edge. ADI combines analog, digital, and software technologies into solutions that help drive advancements in digitized factories, mobility, and digital healthcare, combat climate change, and reliably connect humans and the world. With revenue of more than $12 billion in FY23 and approximately 26,000 people globally working alongside 125,000 global customers, ADI ensures today’s innovators stay Ahead of What’s Possible. Learn more at www.analog.com and on LinkedIn.

Desktop support specialist provides end-user support for internal and remote employees to ensure maximum productivity and best user experience. Support includes break/fix, configuration issues, troubleshooting, hardware /software installations and IT asset management, and hardware repair, setting up and deploying IT equipment for new employees. Provide AV and printing support to meet IT needs for the site. Maintain IT infrastructure and security standard and support initiatives and projects.

Responsibilities:

• Reproducing, diagnosing, and analyzing problems reported by end-users, in turn formulating solutions to resolve the issue at hand
• Addressing and resolving incoming software applications, OS and hardware related incidents
• System health check and mitigation to meet software and security standard
• Track and route problems and requests tickets, and document resolutions
• Build and setup new computers including OS image development and deployment
• Providing training and advice to users, both in response to identified difficulties and to share tips for optimal computer operation
• Identify, prioritize and escalate situations requiring urgent attention to meet service level agreement
• Assessing recurring issues to create automated processes where possible
• Software and hardware installation inventory and licensing
• Reviews current systems, process and procedures makes technical/process recommendations for improving efficiency and customer service experience
• Sustain for site IT operations and AV support
  
  

Knowledge, Skills & Abilities:

• Proven work experience as a Desktop or Technical Support or similar role
• Hands-on experience with Windows/Office 365/iOS/Android/Mac OS
• Detective-like troubleshooting and problem solving, attention to detail and multitasking skills
• Knowledge and experience of customer IT service delivery, ticketing tools and knowledge-based systems
• Customer-oriented attitude
• High level of self-motivation and a willingness to take responsibility.
• Works well within a team environment, with the ability to work efficiently without supervision.
• Excellent communication skills interface with site leadership and stakeholders.
  
  

Requirements:

• BS degree or equivalent work experience
• 4 plus years of related experience and training with A certification
• Background in Semiconductor industry is beneficial
• Microsoft MCP Certified a plus
  
  

For positions requiring access to technical data, Analog Devices, Inc. may have to obtain export licensing approval from the U.S. Department of Commerce - Bureau of Industry and Security and/or the U.S. Department of State - Directorate of Defense Trade Controls. As such, applicants for this position – except US Citizens, US Permanent Residents, and protected individuals as defined by 8 U.S.C. 1324b(a)(3) – may have to go through an export licensing review process.

Analog Devices is an equal opportunity employer. We foster a culture where everyone has an opportunity to succeed regardless of their race, color, religion, age, ancestry, national origin, social or ethnic origin, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, parental status, disability, medical condition, genetic information, military or veteran status, union membership, and political affiliation, or any other legally protected group.

EEO is the Law: Notice of Applicant Rights Under the Law.

Job Req Type: Experienced

Required Travel: No

Shift Type: 1st Shift/Days