Help Desk Analyst

At Signia Aerospace, the help desk analyst is responsible for handling all end user IT-related issues with care. The help desk analyst is to work with end users to troubleshoot computer-related difficulties, assist with the support of network, and oversee the regular updating of all pertinent installations. Technological expertise with a wide range of computer systems, hardware, and software is essential for the help desk analyst to excel in this role and help drive our organization forward.

Objectives of this role

• Provide user support across organizational operating systems
• Troubleshoot various computer software and hardware issues
• Document processes and maintaining service desk records
• Prepare, implement, and monitor computer patches and software updates

Responsibilities

• Field incoming help requests from end users
• Prioritize and schedule problem resolutions and escalate problems when required
• Apply diagnostic utilities to aid in troubleshooting
• Access software updates, drivers, knowledge bases, and frequently asked questions resources

on the Internet to aid in problem resolution

• Identify and learn appropriate software and hardware used and supported by the organization
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing

hardware, implementing file backups, and configuring systems and applications

• Performing preventative maintenance, including checking and cleaning of workstations, printers,

and peripherals

• Test fixes to ensure problem has been adequately resolved
• Perform post-resolution follow-ups to help requests
• Create, adjust, and maintain user settings and permissions
• Write technical support documentation for knowledge base, software applications and end users
• Propose improvements to increase the IT value to the organization
• Participate in both corporate wide IT projects and facility localized projects

Required skills and qualifications

• Two or more years of experience in a helpdesk role or similar position
• Comprehensive knowledge desktop support and troubleshooting
• Proven skills in performance analysis
• In-depth knowledge of technology devices (computers, laptops, printers, copiers, etc.)
• Strong communication skills for training, assisting end users and interacting with leadership
• Knowledge of O365, Azure AD, Firewall Technologies, and Windows Server Operating Systems
• Associate’s degree (or equivalent) in computer science or related field

Preferred skills and qualifications

• Experience with VPN clients, MFA technologies and IT Ticketing Systems
• Experience with Windows Active Directory, O365 and Azure
• Experience with infrastructure equipment (switches, firewalls, peripherals)
• Experience with phone systems (VOIP), Video Surveillance and door security systems
• Professional certification a plus
• Familiar with CMMC and NIST security standards and certification processes a plus

Physical Demands and Work Environment:

• The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is frequently required to stand, walk, sit, use hands and fingers, talk and hear. The employee must be able to squat, stoop or kneel. The employee must occasionally lift and/or move items of light to moderate weight. The employee is regularly required to communicate in person and by telephone, read regular and small print, sit, use limited mobility in an office setting, use manual dexterity to type and enter data, and use sight to read and prepare documents and reports.
• While performing the duties of this job, the employee regularly works both indoors and outdoors and regularly drives a motor vehicle between work sites. The employee may work near moving mechanical equipment and have the potential threat of electric shock. The noise level in the work environment varies from quiet to loud.
• 30% travel maybe required during project-based activities

Job Type: Full-time

Pay: Determined on Experience

Benefits:

• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Additional hours required as needed
• Weekend hours required as needed

Education:

• High school or equivalent (Required)
• Associate degree (or equivalent) in computer science or related
• Bachelor’s degree (or equivalent) in computer science or related field (preferred)

Experience:

• Equivalent: 2 years (Required)