Help Desk Analyst

Core Responsibilities

• Support Desk Operations: Manage the IT ticketing system, providing timely, tier 1 and tier 2 support to all employees at the Woodbury location. Diagnose, troubleshoot, and resolve hardware, software, and connectivity issues while maintaining excellent customer service and communication.
• Showroom IT Support: Provide comprehensive remote technical support for all company showrooms. Ensure the reliable operation of showroom-specific systems, hardware, network connectivity, and applications, acting as the primary IT liaison for all showroom staff.
• PC & Operating System Management: Responsible for the complete lifecycle of end-user hardware on-site and in supported remote locations. This includes provisioning, configuring, and deploying and decommissioning PCs and laptops, managing operating systems (Windows/macOS), deploying software updates, and ensuring endpoint security compliance.
• Networking Support: Perform troubleshooting of local area networks (LAN), wide area networks (WAN), Wi-Fi, and VPN connections at the facility and across showroom locations. Assist in maintaining network integrity and escalating complex infrastructure issues to senior engineers when necessary.

Job requirements

• Abilities/Key Competencies/Skills:
  • Excellent written and verbal communications skills
  • Hardware and Software troubleshooting experience
  • Highly organized with excellent time management skills
  • Ability to work with external vendor support and follow proper escalation patterns when required
  • Take ownership and responsibility of queries, issues, and requests
  • Self-motivated individual who requires minimal supervision
  • Ability to maintain a professional demeanor under stressful situations
• Experience/Certifications/Education:
  • Associate’s degree in IT field of study or equivalent combination of education and experience
  • Experience with the Google suite of products
  • Experience with MDM and Apple devices
  • Experience with Zendesk Ticketing and Inventory Management system
  • A+ Certifications
  • Technical experience with additional operating systems, including MAC OS
  • Experience with Ninja One RMM Platform

Organizational Relationship

• Reports to: IT Help Desk Manager

Physical Demands

• Must be able to stand, walk, stoop, and bend for 8 hours or more daily.
• Requires lifting 0-25 lbs continuously, 25-50 lbs occasionally.