The Help Desk Analyst/Technician serves as the primary contact for technical support, assisting employees and contractors with technical issues and inquiries. Responsibilities include resolving help requests, documenting processes, and supporting technology rollouts.
Key Responsibilities:
- Provide first-line support for end users via in-person, phone, and email communication.
- Document details of help requests and troubleshooting processes in the ticketing system.
- Prioritize, resolve, or escalate issues based on severity and complexity.
- Perform hands-on and remote support, including software/hardware installations, upgrades, and system configurations.
- Maintain and troubleshoot desktop, laptop, and printer hardware.
- Ensure systems remain secure by managing antivirus software and addressing vulnerabilities.
- Conduct preventative maintenance on workstations and peripherals.
- Assist with special projects, including system rollouts and upgrades (e.g., Office Suite, email platforms).
- Create and update documentation to support IT processes and solutions.
- Participate in on-call rotations and occasional travel.
Environment:
- Mixed platform (Windows & Mac) environment.
- Tools include SCCM/MECM, Endpoint Protection, O365, and ticketing systems.
- Infor M3 ERP experience is a plus.
Required Skills:
- Strong knowledge of computer hardware (laptops, desktops, printers).
- Expertise in Windows 11 and Mac OS (recent versions).
- Application support for Office 365 and email platforms.
- Proficiency in diagnostic tools, system imaging, and endpoint protection.
- Excellent verbal and written communication skills.
- Ability to prioritize and manage multiple tasks with a customer-service focus.
Preferred Skills:
- Previous help desk and customer service experience.
- Certifications (e.g., Microsoft, IT hardware, help desk).
- Familiarity with Active Directory and ServiceDesk software.
Education:
- Degree in Computer Science or related field.
Join a collaborative team supporting a dynamic IT environment to contribute to impactful projects and enhance user experiences.
