Senior Desktop Support Analyst

Located in Hershey, PA, Milton Hershey School (MHS) is a tuition free, home, and private school for over 2,100 Pre-K through 12th grade students. Founded in 1909 by Milton and Catherine Hershey, the lives of almost 12,000 graduates have been positively transformed through MHS's high-quality career-focused education, nurturing home life, and extensive extra-curricular opportunities. And we are growing to serve more students!

MHS is seeking a full-time Senior Desktop Support Analyst (SDSA) to join the Information Technology (IT) Department. MHS boasts a comprehensive benefits package with a competitive salary. This role is an in-person position in Hershey, PA and pays $26.98 - $36.02, plus benefits.

The SDSA position serves as the technical lead for MHS's computer environment, playing a crucial role in delivering exceptional customer service while providing expert technical support. This position requires a strong background in managing and optimizing Windows and Apple systems, coupled with a commitment to fostering positive user relationships. The SDSA will be responsible for troubleshooting complex technical issues, implementing best practices, and ensuring seamless operation of client systems. With a focus on customer satisfaction, the SDSA mentors team members, collaborates with cross-functional teams, and proactively addresses user needs to enhance overall service delivery. This role is ideal for a technically adept professional who excels in communication and problem-solving, ensuring users receive the highest level of support and expertise. MHS supports a diverse environment of over 5k computers located across campus including over 200 student homes and 50 scholastic and business buildings. Responsibilities include:

• Manage and optimize a fleet of computers, ensuring performance, security, and compliance with organizational standards (Windows and Apple).
• Utilize Microsoft MECM and JAMF to manage the deployment, configuration, and management of client computer and software systems.
• Provide technical leadership for a team of client services analysts and provide escalation support for technical related issues.
• Analyze and resolve complex technical issues, ensuring timely and effective solutions.
• Collaborate with cross-functional teams to implement new technologies and improve existing processes.
• Document imaging processes, best practices, and troubleshooting procedures for workstation management.

• Associate's degree in a Technology related field.
• 5 years of experience in user technical support, with a focus on enterprise-level workstation management and imaging.
• Experience using and supporting Windows, iOS, and Mac OS operating systems.
• Proficiency in Microsoft Endpoint Configuration Manager (MECM), InTune, AutoPilot, and JAMF.
• Proven experience in a team lead or mentoring role, with strong leadership skills.
• Excellent technical troubleshooting capabilities, capable of diagnosing and resolving complex issues.
• Exceptional communication skills, both verbal and written, with a strong customer service orientation.
• Ability to manage multiple priorities and work effectively under pressure.
• Knowledge of ITIL best practices.
• Candidates must demonstrate a high degree of integrity as all MHS staff are considered role models for students.
• Candidates should be eager to engage with students.