IT Help Desk Technician

Summary

The Service Desk Analyst will handle incoming requests, provide technical support to executives, manage user and device tracking, and perform on-call duties as needed. They should have a Bachelor's Degree in Computer Science or related field, one to three years of relevant experience, strong analytical skills, excellent communication skills, and the ability to work effectively with diverse stakeholders.

Requirements

• Bachelor’s Degree in Computer Science, Information Systems, or other related field, or equivalent work experience preferred
• One to three years of relevant experience

Responsibilities

• Receive, prioritize and respond to incoming Service Desk requests in accordance with established service-level agreements (SLAs)
• Utilize comprehensive knowledge of computer hardware, software, mobile devices, printers, and other technology tools to troubleshoot, diagnose, and resolve complex issues
• Manage user and device event tracking through global ticketing system
• Collaborate closely with executives, acting as their trusted technology advisor
• Provide technical and troubleshooting assistance related to MS Windows/Office and other desktop applications
• Source computer hardware including devices, peripherals, and equipment, and coordinate approval as needed
• Enroll and administer thin clients
• Maintain and support office telephone systems and software, audio-visual (AV) equipment and multi-function printers
• Manage user/computer/group objects within Azure and on-prem Active Directory
• Provide limited technical and troubleshooting assistance related to the company’s critical business systems
• Perform on-call duties and technical implementations/upgrades that may occur after normal business hours and on weekends as required
• Assist with users becoming and remaining compliant with the company’s IT security policies and minimum standards
• Participate in the creation and maintenance of enterprise operations documents (i.e., policies, standards, procedures and guidelines)
• Liaise with third-parties as it relates to any of the above

Preferred Qualifications

• Self-starter who takes initiative and requires minimal supervision
• Strong analytical and problem solving skills, systematic thinking, and a good understanding of technologies deployed in the IT environment
• Customer focused with the ability to communicate and develop relationships with all levels of the organization
• Excellent written and oral communication skills
• Ability to multi task
• Team mentality and the ability to work effectively with diverse stakeholders
• Attention to detail
• Ability to accomplish tasks by established deadlines and to use time efficiently to balance competing demands and priorities
• General understanding of how IT infrastructure supports business goals and objectives
• Open to traveling if necessary
• HDI and ITIL Foundations Certification a plus

Benefits

• Health insurance
• Retirement benefits
• Paid time off
• Remote work, flexible hours
• Life and disability insurance
• Bonuses and incentives
• Professional development opportunities
• Wellness programs
• Family and parental leave