Helpdesk Analyst

Summary

The Technical Support Specialist will handle multiple requests with varying priorities, provide technical assistance, respond to queries, act as an escalation point for vendors, maintain computer systems, resolve technical problems remotely, and follow up with users to ensure issues are resolved. The role requires working knowledge of Microsoft Office 365 and Microsoft Teams, expertise in desktop computer hardware and the Windows 10 operating system, experience with patch management systems (Quest KACE preferred), Mobile Device Management (MaaS360 preferred), and remote troubleshooting of software, hardware, printers, and networking.

Requirements

• Must be able to sit for extended periods of time
• Expert understanding of desktop computer hardware and the Windows 10 operating system
• Experience with transferring data and profile information to new PC hardware
• Experience with remote troubleshooting of software, hardware, printers, and networking

Responsibilities

• 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

Preferred Qualifications

• Working knowledge of Microsoft Office 365 and Microsoft Teams
• Experience with explaining and walking end users through setting up PC hardware
• Experience with patch management systems (Quest KACE experience preferred, but not required)
• Mobile Device Management experience (MaaS360 experience preferred, but not required)