Help Desk Analyst

Provide first level hardware and software support for users at various remote offices and jobsites. This includes diagnosing and troubleshooting PC hardware/software and related equipment, basic troubleshooting of cellular devices/tablets/iPads both iOS and Android. Occasional troubleshooting of various networked components such as routers, switches, servers, access control systems, wireless access points, etc. The position holder must be able to communicate clearly and concisely to customers ranging from executive level management to support staff plus vendors to help resolve issues. The position holder must also be able to adapt quickly to changing situations, employ effective time management methods, possess strong phone customer service skills, operate quickly and accurately, function autonomously with little direction, and have a background in Windows OS plus understand the concepts of server/network fundamentals.

• Respond to end user submitted requests for assistance by performing analysis, diagnosis, and resolution of technical problems and recommend/implement corrective solutions.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required service levels.
• Work with various internal IT systems to provide end user support.
• Collaborate with IT to ensure efficient operation of the company’s technical support model.
• Interface directly with IT management on various IT projects.
• Provide feedback on internal IT documentation and processes to improve the quality of work provided.
• Assist with the development of end user and IT technical and procedural documentation as directed.
• Act as liaison between IT and the business
• Interface with IT management on technical issues pertaining to their assigned role.
• Performs other related duties as assigned or requested

• Technical knowledge of current protocols, Windows 11, Active Directory, modern workstation equipment and networking concepts/principles.
• Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure, high-paced environment.
• Ability to follow defined company processes and policies
• Equipment support experience or conceptual understanding of: routers, IP Phones, wireless access points, PC’s, networked printers and multi-function copiers.
• Analytical and problem-solving abilities, with keen attention to detail.
• Able to understand technical manuals, procedural documentation, and OEM guides.
• Ability to conduct research into PC issues and products as required.
• Effective interpersonal and relationship-building skills.
• Strong written and oral communication skills.
• Ability to present ideas in user-friendly language.
• Understanding of the organization’s goals and objectives.
• Strong customer-service orientation.
• Desire to learn and develop new technical and/or business skills.
• College diploma or university degree in the field of computer science and/or 1-year equivalent work experience preferred.

We are an equal opportunity employer: We do not discriminate based on race, color, national origin, religion, creed, sex, sexual orientation, gender identity, disability, age, genetic information, marital status, military status, membership or activity in a local human rights commission, or status with regard to public assistance, or any other characteristic protected by applicable law.

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