Help Desk Analyst (Onsite/ In-Office)

About the role

Through the role modeling of company behaviors, the Help Desk Analyst provides technical assistance and support to users with IT-related issues, delivering outstanding customer service both on-site and via telephone.

Responsibilities

• Provide first-tier computer and software support to users on-site and via telephone with a positive, friendly attitude.
• Provide timely response and follow-up to all support calls.
• Record daily updates and tracking information.
• Perform PC setup and maintenance, including operating system and software installation.
• Perform network connection troubleshooting to isolate and resolve problems.
• Perform maintenance and administration of PC-based applications including anti-virus software and other department-specific applications.
• Catalog and maintain PC and laptop hardware, software, and warranty inventory.
• Document and update all IT support processes on a continual basis.
• Provide weekly status report on open and resolved issues.
• Maintain confidentiality with regard to the information being processed, accessed, or stored.
• Handle moves/adds/changes of endpoints, networking equipment, and associated cabling.
• Drive vehicle/travel to other offices/locations to pick up, deliver, and store computer equipment as needed or assigned.
• Perform any other duties related to Information Technology as assigned.

Requirements

• A minimum of two years of experience working in an IT or call center department (or a combination of both).
• Strong understanding of PCs and peripherals in a networked environment.
• MS Windows 10 and Mac OSX support experience.
• LAN support experience, including Ethernet, TCP/IP, DHCP, and DNS.
• Strong working knowledge of MS Office Suites 2010, 2016, and 365.
• Experience using and supporting iPad and iPhone devices in corporate environments.
• Remote access support experience.
• Excellent interpersonal skills, including verbal and written communication, superb listening, and follow-up abilities.
• Exceptional organizational skills.

Qualifications

• A Bachelor’s Degree in Information Systems, Business Administration, or a technical school certificate/diploma, or equivalent experience.
• CompTIA A+ or MCP certification preferred, but not required.

Skills

• Ability to read, write, and speak English, including speaking to groups of varying sizes.
• Ability to work with mathematical concepts such as probability and statistical inference.
• Proficient in MS Office products including Word, Excel, Outlook, and PowerPoint.
• Experience with Teamwork POS or Shopify POS preferred, but not required.
• Knowledge of Full Circle ERP desired, but not required.

Job Conditions

• Job may require hours that exceed 8 hours per day and/or 40 hours per week to complete priority projects.
• Job pressure exists due to balancing a variety of projects and numerous simultaneous deadlines.
• Primary location is Marina del Rey with occasional travel to the LA area.
• Moderate noise level in the work environment.

Physical Demands

• Frequently required to walk; use hands to finger, handle, or feel objects, tools, or controls; and talk or hear.
• Occasionally required to stand, sit, and reach with hands and arms.
• Must occasionally lift and/or move up to 10 pounds.
• Specific vision abilities required include close vision, depth perception, and the ability to adjust focus.

Pay

$25.00 per hour.

Benefits

• Health, dental, and vision insurance.
• Life insurance.
• Short-term and long-term disability insurance.
• Flexible spending accounts.
• Employee assistance program.
• Paid vacation and sick time.
• Retirement savings plan with company match.
• Generous employee discount.