IT Help Desk Technician

Summary

The Service Desk Analyst role involves managing IT operations, troubleshooting hardware and software issues, administering user and network account access, creating/updating documentation, and supporting the IT Operations team. The ideal candidate should have a BS in Management Information Systems, Computer Science, or Computer Engineering, 1-3 years of experience in the IT field, and proficiency in Windows 10/11, MS Office 365, scripting (PowerShell), and excellent customer service skills.

Requirements

• BS in Management Information Systems, Computer Science, or Computer Engineering or equivalent degree from an accredited institution, and/or 1-3 years of experience in the IT field
• Previous experience working in a service desk or tech support environment
• Ability to conduct research independently and deliver reports to decision-makers
• Demonstrated proficiency and desire to deliver excellent customer service
• Strong written and oral communication skills, phone skills; attention to detail
• Valid driver license and ability to travel to other company divisions
• U.S. citizenship or green card holder

Responsibilities

• Ensures that all new issues and requests are entered properly, reviewed, and responded to/escalated in a timely manner
• Monitors IT operations; gathers system performance information and identifies issues with IT systems
• Administrates user and network account access (Identity and Access Management)
• Performs computer hardware and software troubleshooting; provides education to the end-user
• Assists with the purchase, tracking and deployment of IT assets
• Creates/updates documentation for the Service Desk knowledge base, and also supporting documents used to standardize IT policies, processes, and procedures
• Executes software installs and updates as needed; maintains data and information system security
• Supports the IT Operations team with the maintenance, installation, and troubleshooting of IT infrastructure
• Observes safety and security procedures

Preferred Qualifications

• Experience with Windows 10/11 and MS Office 365; Mac OS and/or Linux experience a plus
• Knowledge of scripting (PowerShell) and/or automation

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance