What are the responsibilities and job description for the Desktop Support Analyst position at J. Crew Group, Inc.?
J.Crew Desktop Support Analyst
Lynchburg, VA
Provide onsite and remote technical support for end users (This is a hybrid position). Desktop Support Analyst duties include managing and troubleshooting of endpoints, dispatch service requests, and work with escalation partners as needed to expedite resolution to support business operations.
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 (e.g., Distribution Centers, Contact Centers, and Corporate Offices)
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 related field is preferred, or equivalent experience in a technology-related field.
- Must have 4 years’ experience as an End User Support technician or in a role demonstrative of ability to provide tier 2 support to enterprise environment.
Technical Skills & Abilities
Microsoft Windows & Office Applications:
- Strong foundation in Microsoft Windows & Microsoft Office operating system and applications
- Microsoft Windows 10/11, Office 365, Office 2019, Sharepoint, Teams, Entra/Azure, SSPR, MFA
- Intune device deployment via Autopilot
- Microsoft Exchange user mailbox and distribution list creation and modification
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, and Surface Tablets via Microsoft Intune
- Imaging thin clients Dell IoT and Raspberry Pi Linux
- Managing virtual desktop environment such as Amazon Workspaces
Mobile Device Management:
- Manage company provided mobile phones as well as BYOD mobile devices via Company Portal and troubleshoot user issues
- Mobile Device Management of RF scanners (Motorola and Honeywell) via Wavelink and SOTI
- Repair RF scanners and coordinate for off-site repair as needed
Printer Management:
- Configure and support a wide variety of production and administrative printers including Zebra, Printronix, Lexmark, and HP
- Purchase, deploy, ensure accurate and timely toner replacement, 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 switches (network patching/vlans) & firewall configuration (client-level)
Preferred Skills:
- PowerShell scripting for task automation
- Familiarity with cloud services such as Amazon AWS, Microsoft Azure, and Google Cloud
- 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.
