Help Desk Analyst - onsite

OVERVIEW

The IT Help Desk Analyst I will be responsible for the configuration, maintenance, and performance of Company's enterprise hardware and software systems. This is a hands-on position requiring good technical skills in addition to excellent interpersonal and communication skills. IT Help Desk Provide outstanding customer service both in person and via remote tools. Respond to support requests through email, phone, and chat platforms for users with situational levels of urgency. Document each issue, diagnosis, and resolution within the case management system and IT knowledgebase. Install, configure, troubleshoot, resolve and/or escalate incidents related to employee hardware, enterprise software, access and authentication, network and VPN issues, virtual meeting solutions, and more. Support a suite of Microsoft Office 365 E5 applications on both Windows and Mac operating systems. Equip workspaces and offices with monitors, docking stations, and other desktop equipment. Accurately maintain asset inventory and adhere to asset management policies and procedures Administer, image, and troubleshoot Windows and Mac endpoints using Intune and JAMF Support telephony systems for business groups, Customer Operations and hardware engineering teams Equip workspaces and offices with monitors, docking stations, and other desktop equipment

QUALIFICATIONS

Associate's Degree from an accredited institution in a relevant discipline (Information Systems, Computer Science, Engineering, etc.) or equivalent work experience Up to 2 years in an IT support role CompTIA A+ Certification CompTIA Network+ Certification CompTIA Security+ Certification Apple Certified Support Professional (ACSP) Microsoft 365 Certifications Limited travel and scheduled availability

REQUIRED KNOWLEDGE, SKILLS, AND TALENTS

Familiarity and foundational understanding of Mac, Windows 10/11 OS, MS365, Entra and Microsoft AD Familiarity with endpoint imaging, deployment & management solutions (Intune, JAMF Pro) Sound analytical, planning, organizational, and problem-solving skills Familiarity with Help Desk ticketing systems Familiarity supporting A/V solutions in conference rooms and workstations Familiarity with RDWeb, Cisco VPN, and Microsoft Direct Access Creative thinker and team-player with an outgoing personality and strong initiative End-users focus on exceptional support and solution interactions Ability to manage multiple tasks and assignments