Helpdesk Analyst

• Demonstrates the ability to handle multiple employee/user requests with different priorities and deadlines
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
• Respond to queries either in person or over the phone
• Acts as an escalation point for vendors and managed service provider
• Maintain daily performance of computer systems
• Respond to email messages for employees/users seeking help
• Walk employees/users through problem-solving process
• Install, modify, and repair computer hardware and software (must be able to move/lift equipment up to 50 lbs.)
• Run diagnostic programs to resolve problems.
• Resolve technical problems remotely with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
• Follow up with employees/users to ensure issue has been resolved
• Run reports to determine malfunctions that continue to occur
• Must be able to sit for extended periods of time

Requirements

• Working knowledge of Microsoft Office 365 and Microsoft Teams
• Expert understanding of desktop computer hardware and the Windows 10 operating system
• Explaining and walking end users through setting up PC hardware
• Experience with transferring data and profile information to new PC hardware
• Experience with patch management systems (Quest KACE experience preferred, but not required)
• Mobile Device Management experience (MaaS360 experience preferred, but not required)
• Working with Android and iOS mobile devices
• Experience with remote troubleshooting of software, hardware, printers, and networking