Desktop Support Analyst I

COMPANY OVERVIEW

HCH Enterprises, LLC (HCH) is a solutions-oriented staffing, consulting, project management and IT service provider. Our mission is to help governments and partners make life better for everyone by centering equity in the delivery of our consulting, staff augmentation, and information technology services. At HCH, we believe our work benefits from the diverse perspectives of our employees. As such, HCH celebrates inclusion and is committed to being an Equal Opportunity Employer.

HCH Enterprises, LLC is seeking an Desktop Support Analyst I . This is a part-time position with HCH Enterprises, LLC and a contract position.

Summary: This position provides day-to-day consultation, training & troubleshooting to computer users for hardware, software, network and related computer systems and their peripheral devices. This position requires both phone and hands-on support. 1+ years of previous Help Desk experience are required. Great communications and customer service and troubleshooting skills are a must!

Essential Duties and Responsibilities:
• Resolve hardware and software support communications (telephone calls, voicemail and e-mail) directly from end users
• Identifies, researches, and resolves complex technical problems
• Track all hardware and software inventory issued to employees
• Perform all desktop hardware/software installations, software updates, and licensing issues
• Log all received calls, e-mails and voicemails as required in the Help Desk Support System
• Continually suggest system/process improvements to ensure superior user experience
• Replace/install/configure all user hardware as needed in a timely manner
• Work with IT staff to escalate issues as needed
• Works with contractors and vendors when external help is required
• Train staff on hardware, software and network use
• Participate in special projects as appropriate
• Maintain good working relationships with users, department managers, vendors and other IT professionals to continuously improve the ability of the Help Desk to meet its mission
• Provide excellent customer service
• Keep up-to-date on emerging technologies and regularly update skills to match newly acquired systems or services
• Any and all other responsibilities as assigned

Supervisory Responsibilities: N/A

Qualifications:
• Excellent written and verbal skills
• Must be self-motivated with strong sense of ownership
• Must be able to lift 50lbs & climb ladders
• Must have a valid driver's license
• Must be able to pass background checks

Education/Experience:
• Associates degree in an Information Technology field and/or equivalent experience
• MCDST, ITIL, A+, N+, VCA-DCV, VCA-DTM or equivalent certification a plus
• Microsoft Windows 10 Workstations in a virtualized environment
• Experience with thin client use/management
• Microsoft Office 2016
• Hardware/Software troubleshooting
• Networking experience including TCP/IP, DHCP, VLANs, etc.
• Active Directory user administration\Group Policy tools
• Experience with VMWare Horizon (View) and VMware vSphere
• Thorough knowledge of desktop and business/technical support systems

Projected start date is 8/10/26. This is a full-time (40 hr/wk) position located ON-SITE in Warwick, RI. Salary compensation $60,000-$65,000 annually.