POSITION SUMMARY
The Helpdesk Analyst provides first line contact, response and coordination for all technology related support requests. Responsibilities include triage, research, resolution and reassignment of technical problems. Provides updates to requests within reasonable timeframes and assigns tickets to subject matter experts if resolution is not possible. Performs general maintenance tasks and resolves tier 1 problems, while more complex issues are escalated to a higher level of support. Will require the use, administration and updating of the helpdesk system. 1 to 2 years of experience in IT service delivery is required. Familiarity with a variety of the IT support concepts, practices, and procedures (ITIL) is preferred. Will participate in computing device management including imaging, mobile devices, asset management, upgrades, etc. Position will require interfacing with vendors for hardware configurations, pricing, maintenance renewals and purchasing. May be called upon to participate in projects including new application and/or system rollouts, upgrades, etc. Position is considered to be the face of IT and thus will be required to handle all communications to the staff regarding IT initiatives, changes, updates, alerts, trainings, etc.
ESSENTIAL FUNCTIONS
Candidate responsibilities will include:
Inputs, updates, prioritizes, resolves and assigns Helpdesk tickets.
Triage of incidents and service requests with goal of first contact resolution before assignment or dispatch to higher level technician.
Responsible for the support of Birch software applications as necessary.
Responsible for the upkeep and administration of IT assets and their inventory and lifecycle.
Administers support for Hosted VoIP service.
Administers various system access including Active Directory, Email accounts, VoIP accounts, etc.
Ensures issue resolution within identified service levels and provides appropriate incident ticket detail.
Works with key members of various departments, IT staff and third-party vendors to identify and resolve issues.
Keeps current with technology updates.
Supports company technology standards and images.
Coordinates IT purchases and workflow for purchases; interacts with vendors for purchases as necessary.
Performs other related duties as assigned or requested.
Education
Certificate or Associates degree or higher in computer-related field preferred.
Experience
One to two years related experience in the field of Information Technology and IT Service delivery.
Skilled in the use of computers, peripherals and mobile devices; some infrastructure technology experience is a bonus.
Experience in Microsoft technologies, most importantly Office365, MS Office apps, Microsoft Windows v10 and above and Active Directory.
Ability to recognize problems, respond quickly and escalate incidents and service requests when necessary.
Experience in helpdesk management software and best practices (incident, asset, change, service and problem management).
Works well in a team.
Solid customer service, communication and follow-up skills (both verbal and written).
PHYSICAL DEMANDS
Capable of lifting 30 pounds
Capable of utilizing ladders or step stools to reach heights of approximately 10 feet
