Summary

The Helpdesk Analyst provides maintenance of the computer desktop environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting APCO’s IT Helpdesk. They will administer and support end user PCs, printers, and related equipment

Essential Duties and Responsibilities

• Provide helpdesk support and resolve problems to the end user’s satisfaction
• Monitor and respond quickly and effectively to requests received through the IT helpdesk
• Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
• Modify configurations, utilities, software default settings, etc. for local and remote workstations
• Train, coach or assist less experienced team members
• Utilize and maintain the helpdesk tracking software
• Bring business critical and business-enhancing opportunities to the attention of IT leadership. Opportunities to lead and own business improvement projects
• Document internal procedures
• Assist with onboarding of new users
• Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment
• Install, test and configure new workstations, peripheral equipment and software
• Maintain inventory of all equipment, software and software licenses
• Report issues to the Service Desk for escalation
• Manage PC setup and deployment for new employees using standard hardware, images and software
• Assign users and computers to proper groups in Active Directory
• Perform timely workstation hardware and software upgrades as required

Education and Experience

• Associate's degree in a technical discipline or equivalent work experience
• A or N certifications are required
• CompTIA and MCP certifications are preferred
• Minimum 2 years of work experience OR proven leadership through education or civic involvement

Skills

• Ability to troubleshoot multiple makes/models of desktops and laptops, leveraging Windows 7 & 10, Windows 2008-2012 and Mac OS X operating systems
• Mobile and tablet device troubleshooting and configuration skills
• Knowledge of Active Directory and Office 365
• Excellent troubleshooting skills, customer service skills, interpersonal skills, telephone etiquette, time management, problem-solving skills and organizational skills
• Excellent understanding of computer hardware, operating system functions, and components
• Ability to work both independently and within groups
• Comfortable working in a face paced environment
• Demonstrated ability to be highly self-motivated, prioritize multiple tasks, meet deadlines, and attention to detail
• Aptitude for continuous learning and new skill development
• Honorable and operates with integrity
• Must be able to successfully pass a pre-employment drug screen and a comprehensive background check
• Must be authorized to work in the U.S.

Physical Demands

While performing the duties of this job, the employee is regularly required to type and look at a computer screen for long periods of the day. The employee must be able to sit for long periods of time.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodation will be made to enable individuals with disabilities to perform the essential functions. 

Note

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. 

The employee signature below constitutes employee's understanding of the responsibilities and the job qualifications of the position. 

Employee__________________________________ Date_____________ 

Automobile Protection Corporation (APCO) is a Drug Free Workplace as well as an Equal Opportunity Employer. Qualified applicants shall be considered for all positions without regard to race, color, sex, religion, national origin, age, disability, veteran status, or any other status protected by federal, state or local law.