IT Help Desk Analyst 1

About the role

Provide basic level end-user support for all business units within the Walbec Group. This includes documenting incident tickets within the service desk application, initial triage and remediation of reported issues, and escalation to higher-level support as needed. This support can be delivered through various methods including telephone, chat, video, remote desktop access, and in-person assistance.

Responsibilities

• Responsible incident reporting through telephone calls, chat, email, or in person
• Create incident tickets for each new incident reported to the service desk
• Perform initial triage and diagnostic troubleshooting to determine cause and remediate if possible
• Escalate incident tickets to support after initial triage has been completed and basic diagnostic information has been assembled and documented in the incident ticket
• Prioritize and schedule incident resolution with end users when required
• Provide support through end user education for the operation of technology including computers, printers, fax machines, smartphones, tablets, and video conferencing equipment
• Test and validate fixes for reported issues to ensure problem resolution
• Perform post resolution follow-ups to ensure end-user satisfaction

Requirements

• Associates Degree related to Information Technology
• One year of Experience in a similar role
• Basic knowledge of Microsoft Windows desktop operating systems
• Basic knowledge of Microsoft Office Suite
• Basic knowledge of computer hardware and software
• Basic knowledge of networking design and terminology

Qualifications

• Competitive compensation aligned with industry standards
• Employer Paid Medical Plan with HRA contribution (eligibility requirements)
• Dental, Vision, and Life Insurance
• Flex Spending Account (FSA)
• Employee Assistance Program (EAP)
• Company-paid short and long-term disability coverage
• Paid parental leave
• Generous PTO and paid holidays
• Profit sharing
• Robust Walbec training and professional development program
• Ongoing career growth opportunities

Benefits

• Equal Employment Opportunity (EEO) and Affirmative Action employer