What are the responsibilities and job description for the IT Help Desk Technician position at Analogic Jobs US?
Why should you join the Analogic team?
At Analogic, we work together to create life-changing technology. We value your unique skills and abilities and invite you to join our team in saving lives by supplying health care workers with high-tech medical products and transportation security professionals with leading-edge aviation security screening equipment. We offer great benefits, a 9/80 work schedule and career advancement. To learn more about our culture, mission and vision please visit www.analogic.com
SUMMARY:
Assists in the installation, implementation, and upgrade of internal systems. Provides first and second level hardware and software technical support for network and computer related devices. Utilizes corporate help desk management software to create, update, resolve, and thoroughly document all reported problems, troubleshooting efforts, and resolutions.
DUTIES:
- Provides technical assistance and support to end users related to computer systems, hardware, or software
- Troubleshoots, maintains, and monitors external and internal hard drives, printers, plotters and scanners
- Responds to queries, creates and updates tickets, isolates problems, and determines and implements solutions or escalation procedures
- Answers Help Desk line and monitors tickets in multiple queues to facilitate processing of customer support requests
- Examines personal queues to prioritize and complete work to meet or exceed response and resolution targets
- Follows defined policies and procedures to manage workflow, including escalation of tickets
- Utilizes available resources to promptly and accurately identify resolutions
- Maintains inventory of equipment, hardware, software, and supplies
- Understands, applies, and utilizes information gained by reading, studying, and reviewing technical documentation, manuals, TechNet, and other support sources
- May maintain tracking system for usage evaluation
- Other duties as assigned
EDUCATION and EXPERIENCE:
Associate’s degree or equivalent work experience plus two years of technical support experience.
CompTIA A or Network , Microsoft MCP or MCSE or other industry recognized certification or working towards one. Microsoft Windows 10 (and older OSs) with a solid understanding of how operating systems work
PREFERRED:
Experience installing, configuring, upgrading and troubleshooting hardware and software including but not limited to:
- Logical Devices
- Mac OS
- Microsoft Office 365 (and older suite)
- Active Directory experience
- Experience with ticketing system
- Engineering Tools
- VPN
- Antivirus
- Remote Support experience
COMPETENCIES:
- Ability to think logically
- Excellent listening and questioning skills
- Problem solving skills
- Strong customer focus
- The ability to prioritize workload
- Attention to detail
- Ability to lift up to 50 pounds
- Aptitude for the development, management, and delivery of outstanding services to fellow employees, customers, suppliers, and any internal organization that relies on the network
Working Hours: 7:30am – 5pm | Weekly, rotating afterhours on-call schedule.
What We Offer:
We appreciate that our employees work diligently to contribute to our success as an organization. We also recognize the importance of work-life balance and therefore developed a competitive total rewards package including programs that offer employees flexibility to balance their work and life including:
- 9/80 work schedule – enjoy every other Friday off!
- Comprehensive benefits including medical, dental, vision, life insurance and disability plans.
- HRA (for PPO plan participants) /HSA (Health Savings Account for high deductible plan participants) contribution
- 401K with company match and immediate vesting
- Continuous Education Assistance
- Supportive culture that values innovation, collaboration, and excellence
Join us at Analogic and be a part of our transformative journey!