Help Desk Analyst III

We are in search of a Senior Help Desk Analyst III to ensure that end-user computer hardware, software, and applications are functional and well-maintained. This role is fully onsite at our Westerville, OH, office.

About the role

Act as the final point of contact to provide proactive and requested technical support and assistance to employees using internal and external information technology resources. Responsible for creating, testing, and automating the deployment of end-user software, images, applications, and patches using Endpoint Management Software.

Responsibilities

• Provide friendly and positive end-user support.
• Own the technical support process for all employees.
• Identify opportunities for improvement and execute projects with approval.
• Proactively monitor hardware and software for issues that need resolutions.
• Perform root cause resolution for all end-user issues.
• Manage and document help desk procedures, end-user resolutions, and/or any support issue.
• Implement, manage, and maintain Endpoint Management processes for all connected IT resources.
• Manage documentation, audits, and reports.
• Manage end-user training to minimize support issues, increase productivity, and increase user knowledge.
• Manage new user training, setup, and support.
• Take ownership of all interactions, utilize appropriate follow-through, and provide timely feedback.
• Participate in planning and deployment of new/upgraded products or special projects as required.

Requirements

• Bachelor's degree in Computer Science or related discipline.
• 3-5+ years of relevant IT work experience.
• Excellent customer service, interpersonal, and organizational skills.
• Valid Driver License (must be able to drive between local company locations as needed).
• Ability to lift up to 25 lbs. manually on occasion.

Preferred qualifications: Associate's degree in Computer Science or related discipline, and relevant IT certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional).

Benefits

• Comprehensive Insurance Package: Medical, dental, vision, prescription drug, life, short-term and long-term disability.
• 401k Matching program.
• Health Savings Account (HSA) with employer contributions.
• Generous Paid Time Off: 15 days of PTO per year and 9 paid holidays.
• Onsite fitness facility.
• Tuition Reimbursement.
• Career Development opportunities.

Pay

$26-$33 per hour.