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Desktop Support Technical Analyst (Consultant)
News Corp
Job Location: Buffalo, NY

Desktop Support Technical Analyst (Consultant)

Looking for a technically savvy individual to begin a temporary assignment as soon as possible.


NewsTech is looking for a Desktop Support Technical Analyst to provide internal facing technical support for our employees and contractors. The ideal candidate should have a passion for technology, a desire to help people in a fast paced environment and find solutions. The individual in this role has a wide scope of responsibilities including PC, Mac, networking, SCCM, Active Directory, Office 365, and more. They will provide assistance with technical issues, questions, and requests submitted by our customers via remote access, through telephone, e-mail, ticketing system, and/or hands on intervention as needed. Desktop Support Technical Analyst are responsible for coordinating appropriate interactions to address every request to resolution.

Location: Buffalo, NY

Job Responsibilities:

  • Work directly with customers in person, via phone, via ticketing system, and email
  • Image, deploy, and maintain all HW including desktops, laptops, monitors, docking stations and desktop printers
  • Installation, configuration and troubleshooting of:
    • MAC and Windows OS
    • Various applications
    • Basic network connections
  • Conference room video and audio support (Polycom, BlueJeans, Google Hangouts)
    • Support/set up of audio visual equipment
    • Support employee meeting setup
  • Support all models of cellular/tablet devices, including Android, IOS and mobile operating systems
  • Support remote users as needed
  • Maintain accurate asset inventory

Major Accountabilities:

Trouble shooting

  • Resolves 1st and 2nd level support issues concerning hardware, software, networking, active directory, applications, telecommunications and remote meeting coordination
  • Responds to all queries, triaging each in a prioritized and timely manner
  • Records issues in the ticketing system and escalates complex issues to appropriate 3rd level support
  • Owns request tickets, performs follow-up, and ensures proper closure is reached and communicated


  • Provides hardware support for PCs, Macs, printers, network, VoIP phones, wireless and handheld devices
  • Able to deploy OS images for PC and Mac
  • Coordinates with vendors and service providers for in-warranty hardware replacement and service
  • Follows standard guidelines to install and configure new equipment and peripherals, moving, and updating equipment for regular replacement and to accommodate staff moves and changes


  • Provides support for software with emphasis on Microsoft Windows and Office products, Apple OSX, Adobe creative suites, and other in-house applications
  • Responsible for updating and maintaining software products and applications as required


  • Participates in the evaluation, piloting, testing and launch of new hardware, software and apps
  • Participates in various IT initiatives, helpdesk/desktop projects and research assigned annually
  • Proposes process improvements
  • Create Help Desk/desktop communications, announcements and presentations to the company and sub groups
  • Researches using web, manuals, publications, etc., including other IT staff and vendors to troubleshoot and answer customer questions
  • Manages, maintains, and improves technical documentation


  • Two-year or Bachelor's Degree (Preferred) in computer sciences or minimum 2 years previous working experience in a corporate IT environment
  • PC and Mac hardware skills, network printers and computer networks
  • Excellent oral and written communication skills
  • Customer service oriented, team player, good listener
  • Ability to lift 30 lbs., and agility to work under desks at times

About News Corp:

News Corp is a global diversified media and information services company focused on creating and distributing authoritative and engaging content to consumers and businesses throughout the world. The company comprises businesses across a range of media, including: news and information services, book publishing, digital real estate services, cable network programming in Australia and pay-TV distribution in Australia.


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