Help Desk Support Analyst

Your Role...

Summary: The Help Desk Technician’s role is to provide a single point of contact for end users to receive support and maintenance within the organization’s desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion and provide end-user assistance where required.

Responsibilities:

• Maintain, upgrade, and manage all desktop applications including but not limited to Microsoft O/S, Outlook, Microsoft Office, Adobe Design products, and MAC
• Build images and execute deployments using Windows Deployment Services
• Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software to deliver required desktop service levels.
• Assess the need for and implement performance upgrades to PC boxes, including the installation of CPUs, I/O and NIC cards, hard disks, ribbon cables, hard drives, RAM, memory chips, CD-ROMs, and other equipment as assigned.
• Collaborate with LAN technicians, network administrators and system administrators to ensure efficient operation of the company’s desktop computing environment.
• Where required, administer, and resolve issues with associated end-user workstation networking software products.
• Receive and respond to incoming calls, helpdesk tickets, and/or e-mails regarding desktop problems
• Answer and perform moves, additions, and changes requests as they are submitted by line managers.
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations.
• Level 1 support for the above software
• A member of the 24hr on-call list in the event of system downtime or process interruption of the above related resources.

• Maintain, upgrade, and troubleshoot all desktop and laptop hardware
• Maintain, upgrade, and troubleshoot MAC devices
• Maintain, upgrade, and troubleshoot network and personal printers
• Maintain, upgrade, and troubleshoot VOIP Phones and video conference equipment
• Maintain, upgrade, and troubleshoot wireless devices
• Maintain, configure, upgrade, and troubleshoot company issued smartphones

• Prioritize issues and document resolution using the helpdesk tracking software
• Ensure proper documentation that stays consistent with programs and patches
• Develop and maintain an inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment.
• Accurately document instances of desktop equipment or component failure, repair, installation, and removal.
• Assist in other areas of Information Systems as needed.

Required

Skills & Experience:

• Minimum 2 yr. degree in Systems related field or 2 years’ experience supporting and troubleshooting help desk issues.
• COMPTA A+, Microsoft Certified Professional (MCP), or Vendor End User certifications are a plus.
• Proficient in all Microsoft desktop products, Adobe products, Antivirus, VPN Cisco Any Connect Client, IBM Client Access, Windows Deployment Services, MACs, Helpdesk tracking software, and wireless technology.
• Ability to conduct research into PC issues and products as required.
• Effective interpersonal skills and relationship-building skills.
• Strong written and oral communication skills.
• Ability to present ideas in user-friendly language.
• Understanding of the organization’s goals and objectives.
• Analytical and problem-solving abilities, with keen attention to detail.
• Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
• Possession of a valid driver's license; ability and willingness to travel on work assignments; willingness to work additional hours during the week and/or weekend, if/when required
• Experience working in a team-oriented,…