Help Desk Analyst

Job Summary
The Help Desk Analyst will have the appropriate technical expertise to work with all levels of the organization's personnel to install, maintain, and repair, and/or upgrade IT hardware or software. In addition, for end-users requesting technical service and support this person will work towards maximizing productivity by providing exceptional user support across the LAN and WAN environments. The Help Desk Analyst will perform the duties of the position according to the organization's policies and procedures while maintaining the strictest confidentiality of our customer's data at all times.

Essential Duties

• The essential functions require the Help Desk Analyst to take calls, provide remote support and visit floor locations to install, troubleshoot, maintain and support IT applications and equipment - such as laptops, desktops, mobile devices, printers, monitors, telephones, etc.
• Responds to all daily requests for IT technical service and support via phone, email, voicemail, in-person, and/or via ticket notification.
• Creating and updating tickets for incident lifecycle tracking, follow-up and root cause resolution, meeting SLA agreements, KPIs, and standard performance metrics.
• Displays the highest level of customer service, interpersonal skills, and professionalism by responding to customer needs in a timely and supportive manner, without delay.
• Works with other Help Desk analysts and IT leadership throughout the organizations for daily operations, company-wide projects, and other IT initiatives.
• Demonstrates a unique blend of technical and customer service skills with a professional and pleasant personality.
• Effective communications skills both verbal and written.
• Contributes to and updates the solutions knowledge base, evaluating, and reporting trends.
• Setups and maintains multimedia and video conferencing systems for internal/external meetings.
• Debugging and troubleshooting connectivity and network failures both from within the office and via remote access.
• Participates in the weekend IT On-Call program, once out of every five weekends.
• Flexible and available to work after-hours and overtime as needed.

Requirements

• Minimum 5-6 years experience working in a Help Desk or Desktop Support role.
• Associate/Bachelor's degree in a related technical field or equivalent work experience
• HDI Support Center Analyst (HDI-SCA), ITIL Foundations, MCP, A certification(s) preferred
• Experience using IT incident and problem management solutions, aka, call-tracking systems
• Experience using remote support solutions for debugging and troubleshooting sessions
• Experience creating and maintaining technical documentation, knowledge management
• Microsoft Windows 10 operating system and Microsoft Office 2016 – Outlook, Word, Excel, PowerPoint
• Experience supporting multiple hardware platforms - laptops, desktop, mobile workstations
• Apple iPhones, iPads, MiFi devices - mobile device support
• HP LaserJet printers and Sharp multi-function devices (MFDs)
• Microsoft Active Directory, Group Policy, and SCCM management
• VMware experience a plus
• Microsoft Exchange 2016 or Office 365/Exchange Online user management
• Image deployment and rollout experience, preferably with Microsoft SCCM
• Experience with basic server room management, cable management/patch panels, and IT server room racking a plus
• Communicates effectively with internal users at all levels and occasionally with our external customers
• Ability to work in a dynamic team environment
• Ability to lift and move equipment up to 30 lbs. and is required to stoop, kneel, crouch, or crawl in confined areas
• Flexibility to work beyond 37.50 hours a week when necessary
• Other duties as assigned

Job Type: Full-time

Pay: From $78,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• Monday to Friday

Education:

• Associate (Preferred)

Experience:

• Help desk analyst: 5 years (Preferred)

Work Location: One location