Confidential Job | Sr. Helpdesk Analyst

Confidential Job • indianapolis, in, us • 1m ago

Duties and Responsibilities:

Create and implement policies and procedures to assure timely and efficient service desk support for the company.
Act as liaison to other company IT groups on escalations and projects.
Provide support of global offices; may include flexible hours periodically.
Ability to perform as “smart hands” for IT engineering teams when troubleshooting networks, servers, power distribution, or cooling issues in computer rooms. May include installation and/or disposal of equipment.
Actively own, create and implement as well as contribute to, IT Department policies and procedures to assure timely and efficient service desk support for the company.
Perform desktop and laptop computer deployments.
Domain account creation and management in a Windows domain.
Serve as Administrator for Ticketing System and SME for ticket process.
Assisting with asset inventory and management.
Assist end users with daily hardware/software issues both in-person and remotely.
Provide simple instructions/training to customers on basic desktop usage.
Shift hours - standardly to be 7:00am-4:00pm EST/EDT but will be required to be flexible to provide extended support when required for Users needs.
On-Site a minimum of 3 days per week; flex work is offered up to 2 days per week for employees in good standing after their probation period.
Participate in rotating Afterhours and Weekend Support within the IT Help Desk Team.

Job Skills & Traits:

High level understanding of the MS Windows client OS (10 or higher) and products in an enterprise environment.
Competent understanding of ITSM; ITIL v3 knowledge is preferred.
Experience with computer imaging technologies (WDS, Autopilot, etc) are required.
History using device management suites (Intune, JAMF, SCCM) is nice to have.
Enterprise device (laptop, tablet, mobile phone) laptop support in a geographically distributed technical support environment.
Understanding of user permissions in domain and workgroup environments.
Basic knowledge and understanding of DNS, the internet and mail flow.
Understanding of Windows domain user account management.
Ability to communicate with vendors for RMA and troubleshooting purposes.
Experience using a remote support application (LogMeIn, GoToMyPC, Lync, SCCM, etc).
Experience in Industry Standard Conference Room technologies and Support.
Ability to identify when a problem needs to be escalated and to whom.
Adhere to CSAT SLAs and perform all work with drive towards Customer Satisfaction
Work well with clients at all levels, from executive to IT to end user.
Ability to work independently and effectively on daily tasks without direct supervision.
Accurately enter and maintain case/ticket information including notes and resolution steps.
Must be capable of independent self-direction as well as productive part of Support workload and projects.

Requirements

Bachelor’s degree (B.A. or B.S.) from accredited institution and/or 5 plus years relevant experience.
Experience using a Helpdesk ticketing system (Jira/JSM, TrackIT!, Remedy, etc).
Experience with supporting Windows Operating Systems, Office 365, Active Directory, SCCM, MS Intune/AutoPilot, JAMF and Oracle environments.
Certifications are beneficial but not required.
Valid driver’s license and reliable personal vehicle.
Must be able to lift 25 lbs and crawl underneath desks if necessary.
Able to work at an efficient and quick pace in troubleshooting and resolving issues while maintaining high quality standards.
Knowledge of Mac OS and iOS platforms
Competent understanding of Mac OSx in an enterprise environment.

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