Help Desk Analyst

Must Haves:

• 3 years technical phone support experience for a company 500 associates
• Working tickets & user requests from start to finish with a high level of customer service & communication
• (Win 10/11) and Mac OS
• Microsoft O365 Suite (Office, Outlook, Visio, Project).
• Proficiency in CRM systems such as Zendesk, ServiceNow, etc.
• Experience with various hardware including: PCs, Macs, printers, peripherals, smartphones, and A/V equipment
• Administering user and computer accounts within Active Directory
• Experience using, and troubleshooting, VPN for remote connectivity
• Solid understanding of varying IT software and hardware platforms
• Administering office telephony equipment and services
• Strong customer service

Plus:

• Experience with Dell & Apple hardware
• Experience with remote management solutions: InTune, BeyondTrust, Computrace, etc
• Intermediate to advanced understanding of Active Directory, TCP/IP, DHCP, and DNS
• MTA, MCSA, MCSE, CCNA, or A certifications
• Understanding of LAN/WAN & networking protocols

Day-to-Day:

The Senior Helpdesk Analyst is on the front line of IT support, servicing employees and partners. Focused on excellent customer service, this role handles requests and incidents with end-user systems, peripherals, and mobile devices.

• Provide level 1 and limited level 2 support for users via phone, web, email, and live chat.
• Support remote users using desktop management tools.
• Troubleshoot & resolve problems with end-user equipment & software.
• Support the latest Windows/Mac operating systems.
• Escalate issues to appropriate teams within IT as needed.
• User account provisioning and maintenance.
• Supervise the user onboarding service including provisioning of hardware and access for users prior to their start date.
• Manage incoming help tickets and assign them appropriately.
• Create and maintain documentation as it relates to end-user systems, support, and processes.
• Assist with maintaining end-user inventory of equipment.
• Performs other related duties and participates in special projects as needed.