Help Desk/Desktop Support Analyst

As the primary help desk and desktop support contact, you will diagnose, troubleshoot, and resolve employee hardware and software issues onsite in Jacksonville, NC.

Responsibilities

• First point of contact for help desk requests via phone, email, or chat.
• Document and track work orders in the help desk ticketing system to support quality service.
• Perform remote troubleshooting using diagnostic techniques and targeted questions.
• Determine the best solution based on the reported issue and user-provided details.
• Walk employees through troubleshooting steps and resolution actions.
• Install, configure, and troubleshoot hardware and software for desktop and laptop operating systems.
• Troubleshoot wireless and wired networking, applications, printers, and peripherals to correct issues.
• Create and maintain end-user documentation for common help request resolutions.
• Log events and issues clearly, including the recorded resolution.
• Follow up with users by updating status and information.
• Recognize unresolved issues and route them to the next level of support personnel.
• Provide accurate information on IT products or services.
• Run reports to analyze recurring issues and complaints.
• Request feedback and monitor calls and other correspondence methods to improve training approaches.
• Train other staff members on troubleshooting and diagnosing issues.
• Share employee feedback and suggestions with the appropriate internal IT team member.
• Identify opportunities for improvement and recommend enhancements to IT procedures and operations.
• Diagnose and resolve basic technical issues.
• Install and provide routine maintenance on users’ PCs, printers, hardware, and software.
• Assist in monitoring system backups.
• Use a strong working knowledge of Microsoft Active Directory infrastructure and network administration.
• Attend and participate in calls, conferences, training, and webinars as required.
• Identify end-user training needs.
• Perform other duties assigned by management with a courteous, dependable, and confidential approach consistent with informational systems professionalism.
• Maintain patient, courteous, professional communication with employees at all levels; attendance is required.

Requirements

• Associate’s degree in information technology, computer science, or related field (preferred).
• 0-2 years of experience in technical support or an IT helpdesk environment.
• Relevant additional education and/or professional certifications (example: A+ certification may substitute for equivalent years of experience).
• Strong customer service skills; ability to work with employees, contractors, and customers in a courteous and patient manner.
• Ability to work independently; understand and carry out oral and written instructions; request clarification when needed.
• Skills in communicating with users to diagnose system problems.
• Self-motivated and self-directed.
• Good analytical skills.
• Ability to prioritize and execute tasks to completion.
• Ability to work as a team member.
• Ability to lift and transport moderately heavy objects such as computers, monitors, and other peripherals.
• LAN knowledge.
• Knowledge of Microsoft Windows, Linux, Mac OS, Android, and iOS system administration.
• Excellent communication skills.
• Understanding of computer systems, Webex Calling phone system, and mobile devices including phones and tablets.
• Understanding of laptops and VDI troubleshooting.

Technologies

• Windows
• macOS
• Linux
• Android
• iOS
• Microsoft Active Directory infrastructure
• Network administration
• Wireless and wired networking
• Printers and peripherals
• LAN
• Webex Calling phone system
• VDI

Pay

• USD 61,912 per year (salaried).

Reporting

• Reports to: IT Department Manager
• Direct reports: None

On the Job Training

• On-site and off-site training courses
• Vendor site visits

Working Conditions

• Normal working conditions inside an office building with heat and air conditioning.
• Regular office hours: 7:30AM to 4:30PM Monday through Friday (excluding company observed holidays).
• Rotating on-call schedule: 7x24x365.
• Onsite role in Jacksonville, North Carolina.
• Expected to live near or within the community.
• Attendance is a requirement for this position.