What are the responsibilities and job description for the Helpdesk Analyst position at Pierce Technology Corp?
- Demonstrates the ability to handle multiple employee/user requests with different priorities and deadlines
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
- Respond to queries either in person or over the phone
- Acts as an escalation point for vendors and managed service provider
- Maintain daily performance of computer systems
- Respond to email messages for employees/users seeking help
- Walk employees/users through problem-solving process
- Install, modify, and repair computer hardware and software (must be able to move/lift equipment up to 50 lbs.)
- Run diagnostic programs to resolve problems.
- Resolve technical problems remotely with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
- Follow up with employees/users to ensure issue has been resolved
- Run reports to determine malfunctions that continue to occur
- Must be able to sit for extended periods of time
- Working knowledge of Microsoft Office 365 and Microsoft Teams
- Expert understanding of desktop computer hardware and the Windows 10 operating system
- Explaining and walking end users through setting up PC hardware
- Experience with transferring data and profile information to new PC hardware
- Experience with patch management systems (Quest KACE experience preferred, but not required)
- Mobile Device Management experience (MaaS360 experience preferred, but not required)
- Working with Android and iOS mobile devices
- Experience with remote troubleshooting of software, hardware, printers, and networking
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