Help Desk Analyst

Location: IL - Elgin, IL 60120. Salary Range: $60,000 – $70,000. Primary Purpose The Helpdesk Analyst provides technical support across Schuman Cheese, assisting employees with hardware, software, and network-related issues. The role serves as the first point of contact for IT support, helping users troubleshoot technical problems, escalating complex issues when necessary, and ensuring smooth day‑to‑day operations. Remote assistance across multiple locations is provided, with on‑site support at the Elgin facility five days a week. Responsibilities Serve as the first point of contact for IT‑related support via phone, email, and in‑person inquiries. Diagnose and resolve hardware, software, and network issues efficiently. Support and troubleshoot Windows operating systems, business applications, printers, and peripheral devices. Assist users with password resets, account management, and software installations. Provide remote assistance to employees across multiple locations. Log and track all helpdesk tickets using the IT ticketing system, ensuring timely resolution. Prioritize, document, and, when necessary, elevate complex issues to higher‑tier IT teams. Maintain and update knowledge base articles, FAQs, and troubleshooting guides. Set up, configure, and maintain desktops, laptops, mobile devices, and peripherals. Install, update, and troubleshoot enterprise applications and security patches. Assist with hardware replacements, device imaging, and workstation setups for new employees. Coordinate equipment moves, swaps, and upgrades as needed. Provide technical guidance to employees on using company hardware and software. Educate users on best practices for cybersecurity, password management, and data protection. Follow up with users to ensure issues are resolved and provide customer‑friendly support. Work with IT leadership and other team members to improve helpdesk processes and efficiency. Assist in IT projects such as system upgrades, deployments, and new technology rollouts. Monitor trends in helpdesk tickets and suggest proactive solutions to common issues. Qualifications 2+ years of experience in helpdesk, technical support, or IT support roles. Proficiency in troubleshooting Windows operating systems, networking basics, and enterprise applications. Ability to recognize and assign helpdesk issues to other groups within the IT department. Experience providing remote support using tools like Microsoft Teams and ticketing systems. Strong analytical and problem‑solving skills to diagnose and resolve IT issues efficiently. Excellent communication skills with the ability to assist non‑technical users. Ability to work independently, take initiative, and adapt to changing IT needs. Must participate in on‑call support for urgent IT issues outside normal business hours. Ability to lift up to 20 lbs. Supervisory Responsibility No direct supervision required. Physical Requirements Sitting: Prolonged periods of sitting at a desk or workstation. Typing: Frequent use of hands to type on a keyboard and operate a computer mouse. Visual Requirements: Extended periods of viewing a computer screen and reading printed or digital documents. Mobility: Occasional walking or standing, including moving between different areas of the office. Manual Dexterity: The ability to handle office equipment, such as phones, printers, and copiers, and to file documents. Communication: Clear verbal and written communication skills for interacting with colleagues, clients, and vendors. Lifting: Occasionally lifting and carrying light objects, typically up to 20 pounds, such as files, documents, or office supplies. Reaching and Bending: Reaching above shoulder height and bending to access files and office supplies. Hearing: Adequate hearing ability to participate in meetings and teleconferences. Work Environment The job is performed in a typical office setting equipped with a computer and other office supplies. The workplace is climate‑controlled year‑round, with a mix of natural and artificial lighting. Occasional work may occur in a manufacturing plant environment with temperature variations. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Position Type and Hours This is a full‑time salaried position with Monday through Friday hours. Expect up to 45 hours per week, primarily during normal business hours, and on‑site at the Elgin facility. Compensation and Benefits Salary Range: $60,000 – $70,000. 5% annual bonus potential. Health, dental, and vision insurance. 401(k) plan with 4.5% employer contribution. Paid time off and holidays. Professional development opportunities. Employee wellness programs. Eligibility & Disclosure We are unable to sponsor employment visas at this time. Schuman Cheese does not accept unsolicited resumes and will not be held liable for recruiter fees associated with unsolicited resumes. #J-18808-Ljbffr Arthur Schuman Master