IT Helpdesk Analyst

Job Summary

Established in the Blue Ridge foothills of North Carolina in 1963, Leonard Truck Outfitters is a manufacturer and distributor serving residential, commercial, fleet, and government customers through 120+ retail store locations in thirteen states. The IT Helpdesk Analyst is based on-site at the Leonard Customer Support Center (CSC) in Mt. Airy, NC, with operations in the U.S.

Job Responsibilities

• Provides first-level technical support to employees via phone, email, remote support, and ticketing systems.
• Troubleshoots and resolves issues involving: Windows operating systems, NCR CounterPoint Support, Microsoft 365 applications, email and Outlook, printers and peripherals, mobile devices, Windows App connectivity, network access, password resets and account management, installs, configures, and maintains desktop computers, laptops, tablets, printers, and other IT equipment.
• Creates, updates, and closes support tickets while maintaining accurate documentation.
• Escalates unresolved issues to appropriate IT personnel with complete troubleshooting notes.
• Configures new user accounts, hardware, and software for onboarding employees.
• Affords assistance with employee offboarding by recovering equipment and disabling access.
• Maintains inventory of IT hardware and software assets.
• Performs software installations, updates, and routine system maintenance.
• Supports audio/visual equipment for meetings and presentations.
• Affords assistance with IT projects, equipment deployments, and technology rollouts.
• Creates and maintains technical documentation and knowledge base articles.
• Fulfills a rotating or assigned on-call schedule to provide remote technical support for retail operations during designated business hours, including Saturdays.
• Responds to critical POS and business system issues to maintain business continuity and minimize operational disruptions.
• Provides courteous, professional, and customer-focused service to all employees.

Competencies

• Excellent problem-solving and diagnostic skills.
• Ability to explain technical concepts to non-technical users.
• Strong attention to detail and organizational skills.
• Excellent troubleshooting and analytical skills.
• Ability to work independently and collaboratively.
• Commitment to providing exceptional customer service.
• Ability to learn new technologies quickly.
• Strong verbal and written communication skills.
• Ability to prioritize multiple requests in a fast-paced environment.
• Strong customer service orientation.

Education/Experience Requirements

• Associates degree in Information Technology, Computer Science, or related field, or equivalent work experience.
• 1-3 years of IT helpdesk or desktop support experience.
• Strong knowledge of: Windows 10/11, Active Directory or Azure AD, basic networking concepts, remote support tools.
• Experience supporting retail or multi-location organizations preferred.
• Experience with Microsoft Intune, Microsoft Entra ID, SharePoint, VOIP Phone, POS systems, ticketing systems (Freshservice, ServiceNow, Jira, Zendesk, etc.).
• Industry certifications preferred such as: CompTIA A+, CompTIA Network+, Microsoft 365 certified.

What Does Leonard Offer?

• Competitive salary compensation.
• Competitive benefits package.
• 401K with a Company match.
• Paid days off: holidays and vacation.
• Continuous training and growth opportunities to build your career with Leonard.

Physical Requirements

• Ability to remain in a stationary position 75% of the time.
• Ability to type on a keyboard.
• Ability to hear and talk.
• Ability to move about inside the office to access filing cabinets, office machinery, etc.
• Ability to operate a computer and other office productivity machinery, such as a calculator, copy machine, and printer.
• Requires close vision for computer work and reviewing correspondence.
• Work is performed in a controlled office, with noise levels within acceptable safety levels, paper, dust, etc.
• Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this position.

Company Policies

• The Company is an Equal Opportunity Employer.
• It is the policy of the Company to administer employment based solely on an individual’s qualifications, ability, and performance without regard to race, color, religion, gender identity, sex (including pregnancy, lactation, childbirth, or related medical conditions), sexual orientation, age, national origin or ancestry, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed service member status, political affiliation, marital status, or any other characteristic protected by federal, state, or local law.