What are the responsibilities and job description for the IT Help Desk Analyst (Hybrid) position at Dwellworks Brand?
OUR POSITION IN A NUTSHELL
Dwellworks is searching for an IT Help Desk support associate to join our team. The IT Help Desk Support associate will provide application and user support in a Microsoft environment. They will serve as a subject matter expert on all Office 365 applications.
YOUR FOOTPRINT AT DWELLWORKS
As an IT Help Desk Support associate, you will serve as part of the help desk team providing technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. You will respond to queries in person, over the phone, or via email as well as tracking incidents in the central help desk system. Additionally, you will assist in installation, modification, and repair of computer hardware and software.
The IT Help Desk Support associate will need to feel comfortable interacting with all levels of users within the company and have exceptional customer service skills.
WHAT YOU WILL ACCOMPLISH
- Act as subject matter expert for all users on any issues with Office 365 including Set-up, documentation, training development and training delivery, rollouts and ongoing problem resolution
- Serve as an administrator on Office and Office 365 applications
- Manage help desk for third party independent consultants including management of major roll-outs to the network. Roll-outs include communication planning, roll-out testing, training creation, training delivery, and ongoing support. If applicable, manage roll-out support resources through planning of work assignments, training, and ongoing problem resolution support.
- Provide user support in all time zones and serve as SME for Office 365, Office Products, Fuze, Ring Central, Video Conferencing, and Service Engine.
- Create troubleshooting guide for one off situation to share knowledge with the team members.
- Routine activities include, troubleshooting end user requests, and working with the business to understand how they use various applications
- Duties also include configuration and setup of enterprise applications, testing of upgrades and patches to software applications and handling incidents and service requests
WHAT WE'RE LOOKING FOR
Experience & Education (Required)
- Bachelor’s degree or equivalent experience
- 3 years of related experience
- Debugging or troubleshooting experience
- Using Windows and MAC operating systems
- Office 365, and Office Suite
- Active Directory / Azure Active Directory
- Mobile device support
- Application configuration and administration in a Microsoft environment
- Salesforce Administration
Additional Skills and Abilities
- Ability to speak and write in English in all business communications
- Ability to work in a team environment
- Critical thinking
- Ability to translate customer/process requirements to application configuration/implementation
- Outstanding communication and documentation skills
Bonus Skills and Abilities
- Bi-lingual in Spanish (to support our friends in Costa Rica and Mexico)
- Networking administration
- Hardware support
- SharePoint
While we think the above requirements are important, we’re flexible and would welcome your application if you believe that you have other valuable experience. At Dwellworks we are dedicated to building a diverse, inclusive, and authentic workplace, so if our values and mission appeal to you but you don’t meet 100% of the requirements, please still apply!
WHO WE ARE
Our Team
The Dwellworks experience is driven with passion, hard work and integrity. We search for the team players, the go-getters, and the innovators who are hungry to learn. Best of all, we promote a relaxed, well-rounded environment where associates can explore and engage in extensive opportunities such as our associate led committees for engagement. Here at Dwellworks, we want you to succeed, we want you to grow, and we want you to thrive!
Our Perks
- Hybrid work model with some in-office and work from home time
- Monthly parking allowance
- Generous benefits package: medical, dental, vision, 401(k), etc.
- Casual dress code
- And most importantly: a passionate, friendly team of coworkers who work hard and love working here!
WANT TO LEARN MORE
Check out our website
Dwellworks is an Equal Opportunity Employer and values the diversity of perspective & experience brought to our company by people from all backgrounds & communities.
