Information Technology Help Desk Analyst

Job Overview:

The IT Support Analyst provides operational and technical support to the organization and its Users. This position requires a diverse and flexible skill set for supporting the wide set of services that we offer. This individual will install and configure personal computers, printers and peripheral equipment and assist with capacity planning for the organization’s computer and network needs. This person will provide support to clients through the Helpdesk function and resolve issues ensuring system/data integrity is maintained. The IT Support Analyst will be responsible for administering systems in the support of our daily operations. The IT Support Analyst must understand the importance of professionalism, be a self-starter working under minimal supervision and have a positive team approach.

Responsibilities and Key Attributes:

- Set up desktops, imaging computers, loading software, printers, and troubleshooting.

- Perform systems administration for Office 365, Windows Servers, and workstations as related to end user support.

- Ability to work with and learn from subject matter experts in Networking, Security, Linux, and Servers.

- Troubleshoot or escalate issues as appropriate, in a timely manner, ensuring clear and effective communication throughout the cycle of support, providing end-user assistance where required until the issue has been resolved.

- Ensure the highest levels of customer focus and collaboration for incidents and problems that are presented and escalated as well as when necessary, being the first point of contact for end users to receive support and maintenance within the organization’s desktop computing, mobile device and application system environments (whether local to the user or remote at the Helpdesk).

- Utilize customer service skills and ensure proper recording, documenting and closing of trouble tickets as you grow your knowledge of IT procedures, products, and services.

- Mentor other desktop support technicians and help with building strong processes and procedures.

- Managing the technology request and deactivation processes for desktop/laptop deployments and peripherals.

- Auditing desktop computing hardware and software and maintain accurate configuration data, complying with asset life cycle procedures.

- Developing and maintain end-user deployment processes, pre-deployment checklists, and post-deployment testing processes. PC Imaging and Image Updates.

- Performing preventative maintenance tasks and monitor the performance of the desktop computing environment, taking remedial action as necessary.

- Experience with Microsoft Active Directory and Server based applications, including System Center Configuration Manager (SCCM), Windows Server Update Services (WSUS).

- Strong understanding of VMWare, Microsoft Windows 2012 to 2019.

- MS Product Support on Office 2016, Windows10, O365.

- Additional Support on Oracle, AntiVirus, Cisco VPN, Mobile Devices, Disk Encryption.

- Ticket Management via ServiceNow.

- Image Support through Acronis and SCCM.

- Backup Support through Veeam.

- Monitoring Support through Solarwinds.

Requirements

:

- BS/AS degree, equivalent work-related experience, or technical certification.

- Experience: 5+ years of recent experience and working knowledge supporting a Windows Environment.

- Minimum 7 years’ experience in IT Professional Services or In-house IT Systems Administration.

- Broad range of experience in technology disciplines to set up and repair complex desktop systems and resolve issues without any local assistance.

- Demonstrated organizational skills.

- Ability to assign duties to and assist other desktop support analysts.

Other Duties

Please note that this job description is not designed to cover or contain a comprehensive listing of the activities, duties, or responsibilities that are requires of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.