Desktop Support Analyst - Secureworks

  • Company: EMC is now part of Dell Technologies
  • Location: Providence, Rhode Island
  • Posted: December 17, 2016
  • Reference ID: 16000Z49
Senior Technical Analysis - SecureWorks SecureWorks is a global leader in providing intelligence-driven information security solutions. We play an important role, as no organization in the world is immune from cyberattacks and the nature of the attack is changing every day. Internet security is a problem that will never be solved. Unlike point products that address a specific technology issue, we attack the problem holistically by analyzing threat actor tactics, techniques and procedures, and develop solutions using best-of-breed technologies to protect our clients. We are one of the best in the world at understanding the threat. In short, we give our clients an early warning capability. SecureWorks was founded in 1999 and headquartered in Atlanta, Ga., with offices in all the major security markets around the globe. We have more than 2,000 team members, and partner with more than 4,200 clients in 59 countries to keep the bad guys out of their networks. We’ve been consistently recognized by industry analysts, readers’ polls and as a leader in the Gartner Magic Quadrant for managed security services, worldwide. Role Overview We are looking for a highly motivated individual that can work independently as well as function in a team. The individual will be expected to perform in-depth diagnostic work in order to help users resolve various technical issues. This individual will address issues from systems management troubleshooting and solving issues with related hardware and software components, which includes rotating 24/7 on-call support. Role Responsibilities -Supporting internal user workstations, peripherals, phones and PDAs -Maintain and repair, through troubleshooting and component replacement, workstations and peripheral devices -Provide support for MS Office suite applications and back office application connectivity -Documenting technical support requests, production changes, and following-up until resolution -Communicating with colleagues and escalating outstanding issues whenever required -On Call duties as required As a managed security provider, SecureWorks expects its employees to understand and apply commonly known security practices and possess a working knowledge of applicable industry controls such as NIST 800-53. Employees will be expected to acknowledge their security responsibilities in writing prior to gaining access to company systems. Employees will be required to maintain a working knowledge of local security policies and execute general controls as assigned. Requirements - 4 years’ end user support and/or Service Desk or other relevant experience -Strong written and oral communication skills -Ability to adapt and ability to learn new technologies are a MUST -Excellent Customer Service and communication and follow-up skills are a MUST -Experience with the following: * Windows OS 7 * Microsoft Office 2010 Suite * Microsoft Lync * Hardware troubleshooting experience * MDM experience supporting iPhone or Android * Remote support – VPN connectivity * Support of OLP tools such as WebEx, Live Meeting, etc… * Desktop virtualization technologies such as VMWare Workstation or Oracle VirtualBox * User/Group management in Active Directory Preferences -Associate’s Degree in Computer Science related field -Linux as a desktop operating system -VDI technologies such as VMWare View (5.x or 6.x) -A Certification -MCP Certification Location Providence, RI SecureWorks is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: SecureWorks is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at SecureWorks are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. SecureWorks will not tolerate discrimination or harassment based on any of these characteristics. SecureWorks encourages applicants of all ages. **Job:** **Information Technology - Analysis* **Organization:** **Security Solutions* **Title:** *Desktop Support Analyst - Secureworks* **Location:** *RI-Providence* **Requisition ID:** *16000Z49*

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