Help Desk/Desktop Support Analyst

About the role

This position serves as the primary point of contact for all help desk support requests. The role is responsible for diagnosing, troubleshooting, and resolving a broad range of hardware and software issues. It also provides training and guidance on software applications, information technology policies, and operational procedures. The position requires a strong working knowledge of both Windows and macOS operating systems, as well as the ability to assess user and organizational requirements, identify appropriate solutions, and effectively address a wide range of technical challenges.

Reports to: IT Department Manager

Pay

$61,912 annually (salaried position).

Schedule

Regular office hours are from 7:30 AM to 4:30 PM, Monday through Friday, except company-observed holidays. Rotating on-call schedule, 7x24x365.

Responsibilities

• Serves as the first point of contact for employees seeking technical assistance by phone, email, or chat.
• Document and track all work orders in the help desk ticketing system to assure quality service.
• Perform remote troubleshooting through diagnostic techniques and by asking pertinent questions.
• Determine the best solution based on the issue and the details provided by the user.
• Assist in writing, editing, and revising training documentation for new or updated software/hardware used by the company.
• Walk employees through the troubleshooting process.
• Install, configure, and troubleshoot hardware, software, and configuration issues related to desktop and laptop operating systems, wireless and wired networking, applications, printers, and peripherals to correct issues.
• Create and maintain documentation that assists end users in resolving common help request issues.
• Recognize and direct unresolved issues to the next level of support personnel needed.
• Provide accurate information on IT products or services.
• Record and log events/issues along with the resolution in a clear manner.
• Follow-up and update employee’s status and information.
• Run reports to analyze recurring issues and complaints.
• Request feedback, monitor calls, and other methods of correspondence to improve training methods.
• Train other staff members on troubleshooting and diagnosing issues.
• Pass on any feedback or suggestions from employees to the appropriate internal IT team member.
• Identify opportunities for improvement and recommend enhancements to IT department procedures and operations.
• Diagnose and resolve basic technical issues.
• Install and provide routine maintenance on users’ PCs, printers, hardware, and software.
• Assist in monitoring system backups.
• Attend and participate in calls, conferences, training, and webinars as required.
• Identify end-user training needs.
• Perform other duties assigned by management in a courteous, dependable, and confidential manner.
• Interact with all levels of employees and technical knowledge in a patient, courteous, and professional manner.

Requirements

• Associate’s degree in information technology, computer science, or a related field preferred.
• 0-2 years of experience in technical support or an IT helpdesk environment.
• Relevant additional education and/or professional certifications (such as A+ certification) may be substituted for equivalent years of experience.
• Working knowledge of Microsoft Active Directory infrastructure and network administration.
• Ability to lift and transport moderately heavy objects such as computers, monitors, and other peripherals.
• Should live near or within the Jacksonville, North Carolina community.

Skills

• Ability to work with employees, contractors, and customers in a courteous and patient manner; strong customer service skills.
• Ability to work independently, understand and carry out oral and written instructions, and request clarification when needed.
• Skills in communicating with users to diagnose system problems.
• Self-motivated and self-directed.
• Good analytical skills.
• Ability to prioritize and execute tasks to completion.
• Ability to work as a team member.
• LAN knowledge.
• Knowledge of Microsoft Windows, Linux, Mac OS, Android, and iOS system administration.
• Excellent communication skills.
• Understanding of computer systems, Webex Calling phone system, and mobile devices including phones and tablets.
• Understanding of laptops and VDI troubleshooting.

Training

• On-site and off-site training courses.
• Vendor site visits.

Working Conditions

Normal working conditions inside an office building with heat and air conditioning.