What are the responsibilities and job description for the HelpDesk Analyst position at QualityIP?
HelpDesk Analyst
About QualityIP: QualityIP is one of the fastest-growing technology companies in the IT support industry. We offer comprehensive IT department services, including HelpDesk Support, Cloud Services, Onsite Staffing, Virtual CIO, Procurement, and IT Planning. Our collaborative approach ensures that we provide the best-fit technology solutions to meet our customers’ business objectives.
Position Overview: Analysts are responsible for supporting customers & other members of the HelpDesk team by assisting, assignment, troubleshooting and resolution of Tier 1 & 2 service desk tickets as well as providing superb remote support in a timely fashion.
Key Responsibilities:
- Help monitor and support the IT HelpDesk ticket queue
- Ensures unimpeded communication between workstations, laptops and servers
- Answer calls placed to the Service Desk, gather information, and create tickets from the information gathered
- Prepare new hire computers with all necessary hardware and software components and create their accounts in a timely manner
- Maintain and support Microsoft Office 365 mailboxes, addresses, and basic mail flow
- Resolve issues and assigned tasks with an analytical, process-oriented approach that aligns to internal service level agreements
- Support the operation and setup of the phone system handsets and headsets
- Support home and traveling employees, as well as training customers via remote login and phone
- Support the operation of computer peripherals such as printers, scanners, and mobile devices
- Other tasks as assigned
Qualifications and Skills:
- Working knowledge and experience working with an incident ticketing system
- Remote access technology
- Troubleshooting Windows
- Excellent organization & time management skills
- Ability to work with little or no supervision
- Ability to work in a fast-paced environment
- Excellent verbal and written communication skills
- High School degree / GED required or higher
- 1-3 years of relevant experience preferred
- Demonstrated understanding of a business technology environment, including hardware and software, trouble ticketing systems, collaboration tools, etc.
- Must be knowledgeable in personal computer operation, desktop operating systems and productivity applications
- Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future
Benefits:
- Competitive salary.
- Medical Mutual health insurance with HSA & ancillary benefits.
- John Hancock Retirement Account - Simple IRA with 3% company match.
- Flexible schedule.
- Paid Time Off.
- Training reimbursement - 100% company-paid course materials and testing fees.
- Company apparel provided at no cost.
If you have exceptional organizational skills and thrive in a high-profile team environment, we would love to meet you!
Salary : $37,440 - $40,000
