Help Desk Analyst IV

This senior level Help Desk Analyst IV role provides on-site IT support at the AMSOIL Center in Superior, Wisconsin. The position focuses on monitoring, prioritizing, documenting, and resolving end-user IT requests to meet service level objectives.

Responsibilities

• Monitor, assign, document, and prioritize incoming help desk requests.
• Evaluate alternatives to propose solutions for highly complex issues.
• Make decisions beyond prescribed guidelines considering business impact.
• Demonstrate deep, specialized expertise within the function or business.
• Participate in the development of standards and strategies.
• Develop and manage project plans.
• Develop and implement procedures in response to changes in objectives or policies.
• Recommend new policies.
• Manage processes to achieve planned outcomes.
• Provide guidance to others and/or lead small project teams.
• Research and resolve assigned requests by directly assisting end users and by using resources such as the Solutions Database, vendor support pages, and other internet resources.
• Configure and deploy desktops, laptops, tablets, and printers to new or existing users.
• Facilitate system reconnections and deploy software peripherals as requested.
• Ensure client requests are properly documented and AMSOIL assets are maintained in the call management system (Manager Engine).
• Maintain inventory of spare IT equipment and related parts, including replenishment and IT shipping/receiving.

Requirements

• Associates Degree in a related field.
• Eight or more years of related experience, or an equivalent combination of education and experience sufficient to perform the essential functions of the job.
• Knowledge of basic computer hardware and software systems.
• Knowledge of desktop and server operating systems.
• Experience with Active Directory.
• Ability to communicate ideas effectively in both technical and user-friendly language.
• Strong project management skills, leadership, and mentoring capabilities.
• Strong customer service orientation.
• Able to lift up to 50 pounds.

Technologies

• Manager Engine
• Active Directory
• Solutions Database
• Zoho Manage Engine
• Zoho Desktop Central
• Zoho AD360
• Microsoft Office 365

Benefits

• Paid time off and paid holidays each year
• Employee bonus program
• 401(k) with company match
• Paid life, short-term disability, and long-term disability insurance
• Competitive health benefits
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options
• Affordable group dental, vision, critical illness, and accident insurance
• Employee discount on products
• Corporate gym membership

Preferred Requirements

• Experience with Zoho products such as Manage Engine, Desktop Central, and AD360
• Experience with Microsoft Office 365

Other Details

• Salary: USD 75,000 - 88,900 per year. Actual compensation based on experience and skills.
• Schedule: Monday – Friday, 8:00 am – 5:00 pm. This is an onsite position.
• Location: Superior, WI (onsite).