Helpdesk Analyst

Description

About siffron:

Siffron is a leading provider of retail merchandising solutions, specializing in designing and manufacturing innovative display and

signage systems. We partner with top brands and retailers across various industries to enhance their product presentation and

optimize customer experiences.

Our company values innovation and encourages creativity, offering a collaborative work environment that fosters growth and professional development. siffron continues to push boundaries and set new standards in the retail market, establishing itself as an industry leader.

Siffron Benefits

The salary range for this role is $50,000 to $60,000. Siffron considers several factors when extending an offer, including but not limited to, the role, function, a candidate’s work experience, location, education/training, and key skills.

• 401(k) match (up to 50% of 6%)
• Annual siffron profit share/safe harbor match
• Tuition reimbursement program for eligible employees
• Medical, dental, vision insurance upon hire
• Flexible spending account and/or health savings account
• Vacation/Personal/Bereavement leaves
• Paid parental leave
• Short- & long-term disability coverage
• Employee Assistance Program
• Employee referral bonus program
• siffron Shared Ownership Works Program
• 10 paid holidays
• Hybrid Work Schedule (3 days in office/2 days remote)
  
  

Job Summary

Provide first level support to end users including break/fix support, assisting network administrators and applications personnel. Documentation, tracking, and follow-up on all help desk calls. Assisting the network administrators with all hardware and infrastructure deployments.

Requirements

ESSENTIAL FUNCTIONS

• Ensures requests for technology services and support are properly recorded, assessed, prioritized, addressed and properly escalated.
• Build strong internal customer relationships by addressing issues with the proper level of urgency.
• Develop a trusting relationship with the application development and network administration personnel by becoming the first line of support for business applications and infrastructure tools.
• Configure, install, troubleshoot, and repair PC and hardware.
• Contribute to the design of network architecture, integration and installation.
• Work closely with network administrations to maintain software/LAN/WAN/wireless security and integrity.
• Provide ad hoc report writing support and training for other departments.
• Other duties as assigned.
  
  

PERFORMANCE MEASURES

• Work as a liaison between the IT department and other departments to deliver exceptional systems support.
• Maintain a productive and cordial relationship with key siffron system support vendors.
• Ability to meet deadlines on a timely basis.
  
  

SUPERVISORY RESPONSIBILITY

• None
  
  

POSITION TYPE/EXPECTED HOURS OF WORK

• Exempt.
• 40 Hours per week or as required.
  
  

Education And Experience

• Minimum Bachelor’s Degree (or working towards one) in computer related field, or commensurate experience with computer networks.
• Minimum Years of Experience Required in Specific Functions/Positions:2-3 years with remote PC troubleshooting (Phone/Remote Control)
• 2-3 years with remote PC troubleshooting (Phone/Remote Control)
• 2-3 years PC hardware configuration, installation and troubleshooting.
• Windows desktop operating systems and MS Office.
• Windows Server Networking (DNS,WINS,DHCP)
• IP Telephony Administration
• Active Directory administration (Account Creation/Deletion, Password changes, Group Membership, etc…).
• Security and Antivirus Software
• Familiarity with LAN, WAN and Telecommunications technologies.
  
  

SKILLS (Language, Mathematical, Reasoning, Other)

• Must have strong people and interpersonal skills
• Excellent oral and written communication skills.
• Ability to multi-task and prioritize duties and objectives.
• Strong planning and time management skills.
• Experience working in a fast-paced environment.
• Ability to work independently with a minimum of day-to-day direction.
• Ability to represent the company in a professional manner.
  
  

CERTIFICATES, LICENSES, AND/OR REGISTRATIONS

• None required.
  
  

WORKING CONDITIONS/PHYSICAL DEMANDS

• Skilled at managing multiple tasks concurrently.
• Some travel to other siffron locations will be required.
• Effective at projecting a responsive, customer service attitude to other individuals and departments.
• Ability to handle stress and balance conflicting priorities.
• Sitting and working at a computer for extended periods of time.
• Some lifting may be required.