Arthur Schuman Inc offers a collaborative, security-minded culture with a hybrid work setup in Fairfield, NJ. This Help Desk Analyst role combines a solid salary range of USD 70,000 to 77,500 per year with comprehensive benefits, professional development opportunities, and a clear path to expand your technical expertise in Windows environments, enterprise applications, and IT operations.

Benefits

Health, dental, and vision insurance
401(k) plan with 4.5% employer contribution
Paid time off and holidays
Professional development opportunities
Employee wellness programs

What you'll do

Be the first point of contact for IT support requests via phone, email, and in-person inquiries
Diagnose and resolve hardware, software, and network issues efficiently
Provide troubleshooting for Windows operating systems, business applications, printers, and peripheral devices
Assist users with password resets, account management, and software installations
Deliver remote assistance to employees across multiple locations
Log and track helpdesk tickets in the IT ticketing system to ensure timely resolution
Prioritize, document, and escalate complex issues to higher-tier IT teams when needed
Maintain and update knowledge base articles, FAQs, and troubleshooting guides
Set up, configure, and maintain desktops, laptops, mobile devices, and peripherals
Install, update, and troubleshoot enterprise applications and security patches
Assist with hardware replacements, device imaging, and workstation setups for new employees
Coordinate equipment moves, swaps, and upgrades as needed
Provide technical guidance to employees on using company hardware and software
Educate users on cybersecurity best practices, password management, and data protection
Follow up with users to ensure issues are resolved and provide friendly support
Collaborate with IT leadership and team members to improve helpdesk processes and efficiency
Assist with IT projects such as system upgrades, deployments, and new technology rollouts
Monitor trends in helpdesk tickets and suggest proactive solutions to common issues

Requirements

2+ years of experience in helpdesk, technical support, or IT support roles
Proficiency in troubleshooting Windows operating systems, networking basics, and enterprise applications
Ability to recognize and route helpdesk issues to appropriate IT groups
Experience providing remote support using tools such as Microsoft Teams and a ticketing system
Strong analytical and problem-solving skills to diagnose and resolve IT issues efficiently
Excellent communication skills with the ability to assist non-technical users
Ability to work independently, take initiative, and adapt to changing IT needs
Participation in on-call support for urgent IT issues outside normal business hours
Ability to lift up to 20 lbs

Technologies

Microsoft Teams
IT ticketing system
Windows Operating Systems

Position details

Full-time salaried role, Monday through Friday, approximately 45 hours per week, hybrid work arrangement in Fairfield, NJ.

Physical requirements

Sitting for extended periods
Frequent typing and mouse usage
Ability to view a computer screen for extended times
Occasional walking or standing and mobility between work areas
Manual dexterity to operate office equipment
Clear verbal and written communication skills
Occasional lifting of up to 20 pounds
Reaching and bending to access files and supplies
Adequate hearing for meetings and teleconferences

AI recruiting notice: Schuman Cheese may use AI-assisted tools to support recruiting activities, including candidate sourcing, job description development, and recruitment communications. AI is used only to assist our recruiting team. All hiring decisions are made by qualified Schuman Cheese employees following human review and evaluation.

Help Desk Analyst