Analyst, IT Help Desk

The Analyst, IT Help Desk role provides front-line and escalated technology support to WinShape Foundation staff and seasonal camp technology teams in Rome, GA (onsite). This position supports end users through troubleshooting, deployments, documentation, and coordination for ongoing IT needs.

Role Overview

In this position, you will deliver help desk coverage and manage escalations as needed, including computer and peripheral deployments, endpoint management, software support, and assistance with systems administration and IT projects. You will also support seasonal camp technology requirements by preparing, deploying, supporting, collecting, inventorying, and storing seasonal-use equipment.

Responsibilities

• Provide help desk support for staff of over 400 users facing software, hardware, and telecommunication issues
• Set up and deploy new computers and peripherals for staff, including management of MDM tools used to automate deployments
• Coordinate seasonal technology needs with camp staff, including preparation, deployment, support, collection, inventory, and storage of seasonal-use computers and related equipment
• Perform software installations and provide ongoing software support
• Carry out various system administration tasks as assigned
• Assist with planning and execution of IT projects as needed
• Provide initial troubleshooting for backup, network, telecom, and printing/scanning environments, escalating when required
• Perform or assist with software and hardware installations, including laptops, desktops, peripherals, multifunction printers, network and telecommunications equipment, with support for both Windows and MacOS
• Document, prioritize, troubleshoot, escalate, and resolve support requests using the help desk ticketing system, keeping accurate notes and communicating resolution status to users
• Create and maintain technical documentation such as troubleshooting procedures, deployment instructions, and end-user knowledge articles
• Complete other related duties as directed by the Senior Manager, IT Systems Lifecycle

Required Qualifications

• Associate’s or Bachelor’s degree in IT, Computer Science, or a related field, or equivalent work experience
• Two years of relevant technical support, help desk, computer deployment, or repair experience preferred
• Working knowledge of Windows and MacOS
• Fundamental understanding of wired and wireless networking, printing, and common endpoint troubleshooting
• Experience with, or ability to learn, Microsoft 365 administration and support
• Experience with, or ability to learn, endpoint deployment, device management, software deployment, and remote support tools
• Familiarity with MDM tools (Mosyle, Intune, PDQ) desired
• Ability to quickly learn new systems and processes

Additional Requirements

• Seasonal travel required to support WinShape Camp offices
• Occasional travel to support center or remote offices as needed
• Strong organizational and coordinating skills with the ability to prioritize tasks
• Ability to communicate effectively, both orally and in writing
• Ability to work independently and as a team player under time pressures while maintaining composure

Technologies

• MDM tools
• Mosyle
• Intune
• PDQ
• Microsoft 365
• Windows
• MacOS
• Multifunction printers
• Help desk ticketing system

Reporting and Scope

• Reports to: Senior Manager, IT Systems Lifecycle
• Scope of position: Provide front-line and escalated technical support; prepare and deploy computers and peripherals; maintain endpoint management systems; assist with systems administration and IT projects

Location and Experience

• Location: Rome, GA (onsite)
• Minimum experience: 2 years