Sr. CTS Analyst

Job Summary

The Sr. CTS Analyst provides hardware, software, and application support for Windows and Mac devices and conducts desktop and laptop imaging and software deployment.  In addition, this role will manage related IT support team queue and participate on project teams.

Duties and Responsibilities

• Provide hardware, software, network, and application support for Windows and Mac devices
• Conduct desktop and laptop imaging and software deployment
• Manage related IT support team queue
• Assist in ensuring all F&G end user systems are compliant with required security standards
• Follow Standard Operating Procedures for desktop virtualization environments
• Follow F&G desktop related testing strategies and document results
• Diagnose and troubleshoot problems within the virtualization desktop environment
• Review, test, and deploy various software and application related updates through various
• deployment mechanisms and systems
• Support IT infrastructure project tasks and continue ongoing support as assigned
• Participate on project teams for IT infrastructure project initiatives
• Act as a customer liaison for day-to-day support activities as necessary

Experience and Education Requirements

• Associate’s Degree (preferred emphasis in Computer Science or MIS) or equivalent experience
• 4-7 years of experience in corporate desktop engineering or related experience
• In-depth understanding and working knowledge of desktop operating systems
• Understanding of desktop virtualization concepts and strategies
• Experience working within an IT organization in the financial services industry
• Experience in VMWare virtualization with a focus on VDI
• Experience with application virtualization and application streaming concepts and strategies
• Experience delivering VDI to various types of endpoint devices
• Experience integrating and supporting Microsoft Windows in a VDI environment
• Expert in desktop support on a Microsoft Windows network
• Expert with various laptop, desktop, and peripheral hardware
• Experience with various incident ticketing systems

Knowledge, Skills & Abilities

• Strong customer service skills
• Organizational, communication, and time management skills
• Interpersonal and presentation skills for interacting with team members and business units
• Analytical, problem solving, and decision-making skills
• Ability to work in a team environment

Other Requirements

• Perform other functions, duties and projects as assigned
• Regular and punctual attendance
• Minimal travel required (less than 10%)

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