Help Desk Analyst

Job Description

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)