Information Technology Help Desk Analyst

Summary:

This role is to provide on site (5 days/wk) Desktop Support (e.g., Windows, O365, mobile, peripherals, laptops) for employees and contractors. In addition to applied technical expertise and experience, you will bring excellent problem solving, communication and teamwork skills, along with agile ways of working, strong business insight, an inclusive leadership attitude and a continuous focus on learning.

Responsibilities:

· Resolves technical issues from incoming hardware/software incidents for on site and remote users.

· Provides assistance with conference room technology (pre-meeting testing and in-meeting troubleshooting)

· Assists with device installation or moves (disconnect/reconnect), managed print setup and troubleshooting, mobile device configuration and troubleshooting

· Documents and tracks status of client inquiries, coordinates appropriate response and follows up to ensure client satisfaction.

· Exercises judgment within defined procedures and practices to determine appropriate action, escalates as necessary.

Skills & Expertise:

· Strong knowledge of diagnostic tools (Splunk, Aternity, NexThink) and ticketing applications (ServiceNow)

· Proficiency with computer software and hardware

· Ability to troubleshoot client problems by identifying the symptoms, reviewing documentation, asking smart questions, consulting technical partners as needed, with the goal of quickly resolving the reported issue and following up to ensure long term success of the solution.

· Ability to use remote access tools to interact with client's computer, search through files and install software drivers to resolve issues

· Experience or familiarity in using modern programming languages such as Python, Powershell, and APIs to gather device information and use this information to proactively address compliance issues on devices, automate administrative tasks and provide on demand troubleshooting scripts.