Senior Analyst, Technology Services Advisor

What you'll do

• Manage the end-to-end PC lifecycle including acquisition, diagnostics, refurbishment, and secure disposal of hardware assets.
• Perform Level I technical support to resolve equipment and application issues via phone, web, and chat channels.
• Execute hardware provisioning and inventory management for PCs, monitors, and related peripherals.
• Analyze operational data and use Power BI to identify trends and recommend process improvements.
• Provide peer coaching and guidance to analysts while coordinating on-the-job training for new hires.
• Act as an escalation point to resolve complex customer issues and identify major technology incident trends.
• Create technical documentation, procedures, and job aids to support knowledge management and repeatable processes.
• Provide critical on-call support during evenings, weekends, and holidays to support member-facing associates.

What we're looking for

• Two or more years of technology experience.
• One or more years of experience using basic levels of troubleshooting to fix a problem.
• Deep knowledge of PC hardware, operating systems, troubleshooting, diagnostics, configuration, and lifecycle management.
• Advanced knowledge of PC BIOS, including security settings, drive wiping, boot media creation, and BIOS updates.
• High proficiency with the ServiceNow ticketing system to manage work and meet ticket SLAs.
• Working knowledge of Power BI to create, maintain, or interpret dashboards and reports.
• Entry-level project management skills and entry-level programming knowledge (preferred).
• Undergraduate studies in computer science, management information systems, or a related field (preferred).