Help Desk Analyst

General Revenue Corporation offers a hybrid on-site/remote Help Desk Analyst role in Mason, Ohio, with a pay rate of $16.00–$18.00 per hour. This entry-level position provides first-level IT support and basic system administration in a collaborative, client-driven environment. A Degree, Diploma, or Certification in IT helps you hit the ground running as you grow in IT operations.

Responsibilities

• IT Service Desk – provide first-level technical support through phone, email, remote application and in person.
• Troubleshooting Skills
• Gather/Diagnose information
• Describe the problem
• Determine the most probable cause
• Create a plan of action and test a solution
• Implement the solution
• Analyze the results
• Document the process
• Escalate complex and/or high priority problems to the appropriate team members for resolutions.
• Perform account management and maintenance for various system and applications.
• Follow all standard operation procedures (SOP) through the effective use of documentation.
• Perform daily data entry and reporting tasks.
• Work collaboratively with people across the organization.
• Support PC’s, laptops, printers, cell/desk/soft phones.
• Support end users in their use of applications such as Microsoft Office, CRM Software.

Requirements

• Experience in an IT Service Desk environment
• Relevant education in IT (Degree, Diploma, or Certification)
• Ability and willingness to work after-hours (occasionally)
• Ability to work independently and with a team
• Strong time management and organizational skills with attention to detail
• Communicate effectively in English both written and verbally
• Working knowledge of Windows operating systems, imaging PC’s, networks and network security concepts
• Microsoft Office (O365) application suite
• Network configuration and troubleshooting (VLANs, trunks, firewall rules, DHCP, VPN)
• Basic Windows Server administration
• Microsoft Active Directory (GPOs, application deployment)
• Security principles including File Share security, AD Security groups and related best practices
• Demonstrated capability to achieve results under pressure in a fast-paced client-driven environment
• Strong desire to learn and further knowledge within IT
• Understanding of ITIL concepts an asset
• Participate in on-call rotation and after hours responsibilities among IT Staff
• Other duties, as assigned.

Technologies

• Microsoft Office (O365) application suite
• Windows operating systems
• Microsoft Active Directory (GPOs, application deployment)
• CRM Software
• VPN
• DHCP
• VLANs
• Trunks
• Firewall rules
• Basic Windows Server administration

Benefits

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Job Details

• Location: Mason, OH (hybrid)
• Work location: Hybrid remote in Mason, OH 45040
• Ability to commute: Mason, OH 45040 (Required)
• Education: Degree, Diploma, or Certification in IT
• Salary: USD 16.00 - 18.00 per hour
• Job types: Full-time, Permanent

Application Questions

• Will you now or in the future require sponsorship for employment visa status?
• How many years of Help Desk experience do you have?