Help Desk Technician

Job Title:

Service Desk Analyst Compensation: $18-20hr. W2 Benefits:
This position is eligible for medical, dental, vision, and 401(k) Typical Day to Day

The Service Desk Analyst will handle incoming service requests via phone, email, and the ticketing system, resolving issues when possible and escalating when needed. They will support end users through remote access, phone, and in-person troubleshooting, while installing and maintaining desktops, laptops, peripherals, and software. The role also includes assisting Sys Admins with infrastructure tasks across servers, networks, storage, and security, performing follow-ups, completing daily/weekly/monthly assigned tasks, and keeping all documentation up to date.

• 0–2 years service desk or desktop support experience.
• Associate’s degree in related field OR equivalent experience.

The Service Desk Analyst I is responsible for documenting and responding to service requests in a fast, friendly manner.

Responsibilities and expectations of the Service Desk Analyst I include, but are not limited to:

• Documenting the service request using the approved ticketing system
• Reliable operations of corporate desktop systems including hardware and software
• Installation and maintenance of hardware and software including desktops, laptops and peripherals for internal and external users
• Assist the Systems Administrator(s) with installation and maintenance of infrastructure including networks, servers, enterprise storage and security systems
• Assist the Systems Administrator(s) in maintaining enterprise business applications
• Create and maintain documentation of configurations, processes and procedures
• Research and recommend hardware and software enhancements
• Research and resolve issues while considering a broad range of factors
• Perform post-resolution follow-ups
• Complete daily/weekly/monthly tasks as assigned by their supervisor or manager
• Other projects and tasks as needed

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.

Reasonable accommodation is available for qualified individuals with disabilities, upon request.

IND 005-010