Classification: Help Desk Analyst I
Compensation: DOE
As an help desk analyst, you will provide first line of support to inbound requests via phone, email, and in-person. The role will require expertise with troubleshooting, basic network policies, and knowledge of Active Directory and Office 365. You will need to document all incidents and requests using a Service Desk tool and be able to work with minimal direction.
Responsibilities:
- Responds to IT Service Desk tickets for first line support resolution of incidents/requests
- Works with a Service Desk involving ticketing/incident management and resolution and Tier 2 IT Support related responsibilities
- Ensures systems run reliably and perform as required Provides hands-on desktop support of all hardware/software remotely and in client offices
- Provides hands-on infrastructure support remotely and in client offices
- Diagnoses and resolves end-user network/local printer problems, PC hardware problems, e-mail, Internet, VPN and other network connectivity problems
- Configures / Maintains / Supports firewalls, firewall policies, network switches and systems
- Active Directory administration Asset management of inventory and all IT related equipment
- Onboarding and offboarding users Manage preventative maintenance schedules and initiate monitoring of all services
- Performs minor desktop hardware repair for computer equipment and peripherals not covered by 3rd party vendor maintenance agreements
- Documents in detail a process from start to finish so that it could be transitioned to other team members and repeated successfully by others
- Responsible for timely resolution of issues
- Research in order to maintain a working knowledge of relevant hardware and software applications, including emerging technologies
Interested candidates should contact Sally Lander at [Phone number shown when applying] or contact her via LinkedIn.
- Prior experience with IT support ticketing systems- Working knowledge of user administration and bug fixing in a client server environment
- MS Windows 10 experience
- Comprehensive knowledge of Active Directory
- Microsoft Office experience
- Demonstrated excellence in installing and configuring operating systems, networked and local printers, and business applications
- 2+ years of prior experience
- Basic networking concepts
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