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IT Desktop Analyst at Crown Castle

Posted in General Business 30+ days ago.

This job brought to you by eQuest

Type: Full-Time
Location: Boxborough, Massachusetts

Job Description:

Company Summary

Crown Castle provides wireless carriers with the infrastructure they need to keep people connected and businesses running.  With approximately 40,000 towers and 26,500 miles of fiber supporting small cells, Crown Castle is the nation’s largest provider of shared wireless infrastructure with a significant presence in the top 100 US markets.  Crown Castle is an S&P 500 company and one of the largest Real Estate Investment Trusts in the United States with an enterprise value of approximately $44 billion. 

Position Title:  IT Desktop Analyst

Position Summary

This is a role in the Information Technology organization, to provide operational day-to-day support for the build and run operations of the desktop and technology environment of Crown Castle.

Essential Job Functions

  • Provide day-to-day operational service and support for defined desktop services

  • Support third party vendors in the installation, configuration, delivery, maintenance and monitoring of components and services, in accordance with defined roadmaps, strategies, policies and standards

  • Deliver desktop service requests and requirements through collaboration with vendors where applicable

  • Assist in the delivery of infrastructure development / build activities, including release and deployment management for new services (for example operating system upgrades, new desktop builds etc.)

  • Maintain accurate and concise service asset and configuration management for desktop infrastructure

  • Monitor and report on performance for desktop services

  • Provide assistance and technical support for the resolution of desktop problems, incidents, issues and emergencies

  • Collaborate with vendors for resolution of issues / incidents

  • Assist with 4th level support escalations (to Original Equipment Manufacturer)

  • Document desktop problems and resolutions for future reference

  • Perform corrective procedures for prevention of loss or system recovery of desktop services and infrastructure

  • Provide coaching and mentoring to other members of the desktop team

  • Provide support for offsite meetings when needed


  • High school diploma or equivalent

  • Bachelor’s degree or technical training in Computer Science, Information Systems Management and/or three (3) years of equivalent work experience

  • Dell certification preferred

Experience/Minimum Requirements

  • Three (3) to seven (7) years of experience in computer systems or IT support preferred

  • Experience in maintaining and supporting Desktop services beneficial

Other Skills/Abilities

  • Knowledge of relevant Desktop technologies:

    • Image definition and build

    • Exchange and e-mail services

    • Application packaging and deployment

  • Experience in working collaboratively with suppliers

  • Desk side and remote support Technical knowledge and experience in multiple aspects of desktop services

  • Effective prioritization skills

  • Drive and enthusiasm

  • Excellent communication and customer facing skills

  • Technical credibility and independent judgment and decision-making experience on desktop matters

  • Good problem-solving and analytical skills, able to determine the impact of desktop issues quickly

  • Sound decision-making skills under pressure

  • Able to contribute to strategic debates, helping to identify and address future opportunities and challenges

Organizational Relationship

Reports to:  IT Client Services Manager

Title(s) of direct reports (if applicable): N/A

Working Conditions:  Works in a normal office setting with no exposure to adverse environmental conditions.  Provide 24x7 on-call support in a predefined rotation.  Some travel may be required.

Additional Information:  N/A

Crown Castle is an Equal Opportunity Employer.

See Job Description