Help Desk Analyst

Job Description

Job Description

Benefits:

• 401(k)
• 401(k) matching
• Company parties
• Competitive salary
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

SUMMARY:
The Help Desk Analyst's role is to offer first-level support and technical assistance to end-users who are using hardware, software, or other computer systems. This includes receiving, prioritizing, resolving and documenting end-user requests in a timely manner. Support may be in person and hands-on, or may require remote access systems be used.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Serve as the first point of contact for technical assistance to end-users via phone, email, and ticketing system.
• Troubleshoot, diagnose, and resolve hardware and software issues both in-person and remotely in a timely and courteous manner.
• Image desktops and laptops to be deployed to end-users. Setup and configure other hardware such as printers, scanners, cameras, iPhone/iPad, etc.
• Work with Microsoft operating systems and tools such as Active Directory, Exchange, and Windows permissions.
• Must have a strong security focused approach.
• Assist with special projects and security initiatives.
• Redirect unresolved issues to the next level of support when necessary.
• Follow-up to make sure issues have been completely resolved.
• Maintain technical documentation of software installation practices, hardware and software configurations, and problem troubleshooting.
• Must be able to communicate clearly and effectively, adapt to change, and have strong problem solving and analytical skills.