POSITION SUMMARY:

The Help Desk Analyst is an integral part of a fast-paced technology support and implementation department, requiring a working knowledge of Windows desktop systems, installation, configuration, maintenance, and support. There will be exposure to many different systems and solutions, including new technologies, enterprise-level IT policies and procedures, and top tier customer service practices. The position is dynamic in nature and requires the drive to learn and hone new skills and practices on a regular and ongoing basis.

RESPONSIBILITIES:                                                                                                                                               

  • Adhere to all Company policies and procedures to ensure Company objectives are met.

General Job Duties:                                                                                              

  • Provide Level 1 desktop and peripheral support to onsite (Corporate Office) and remote end users on a variety of issues.
  • Identify, research, and resolve technical problems.
  • Respond to telephone calls, emails, and team member requests for technical support.
  • Document, track, escalate and monitor the problem to ensure a timely resolution.

Needs Assessment:                                                                                      

  • Spend time necessary to understand customer needs and requirements and move the issue forward toward resolution to meet or exceed expectations.

Other Duties:                                                                                                       

  • Perform other tasks as needed to contribute to team effort.

REQUIREMENTS:

  • PC Troubleshooting (Hardware / Software / Network / Peripherals)
  • Microsoft Windows 11
  • Microsoft Office 365 Administration
  • Active Directory Administration
  • Exchange Administration
  • Microsoft Entra
  • Copier / Printer / Scanner Troubleshooting
  • Web browser knowledge and troubleshooting (Edge, Chrome) 

RECOMMENDED SKILLS:                                                                        

  • Microsoft Windows Server 2016, 2019
  • Microsoft Intune or other mobile device management solution
  • Mobile Device troubleshooting/knowledge (iPhones, iPads, Android Tablets)
  • VoIP Phone System experience (RingCentral)
  • Ticketing System Experience (Fresh Express in particular)
  • Experience with Microsoft Autopilot (Intune)

Apply Now