Helpdesk Analyst

The Helpdesk Analyst role provides first level IT support to end users at Timber Products Company in Springfield, OR (onsite). The position handles desktop, hardware, printer, phone, and handheld device issues, including helpdesk ticket logging in a Windows environment.

What You’ll Do

• Receive, document, and log user calls and inquiries in the helpdesk system.
• Diagnose, troubleshoot, and resolve end user issues involving desktop software and hardware.
• Contact appropriate IT staff for more complex queries involving other systems, as necessary.
• Provide remote resolution of customer problems using remote control software, account management, and other applicable tools.
• Deliver desk side support when remote support is not practical for hardware and software issues.
• Research reported problems, identify root causes, and work toward quick and appropriate resolutions.
• Communicate effectively with users to determine and resolve common problems and requests in line with established service level agreements.
• Provide technical support across a range of systems, including desktops, printers, phones, network, video conferencing, and mobile devices.
• Assist with setup and provisioning of computers, laptops, tablets, and associated software.
• Identify and remediate workstations infected with malicious code.
• Support handheld and forklift-mounted inventory scanner hardware and software.
• Assist with setup, provisioning, and troubleshooting of cellular phones and associated software.
• Support maintenance of the inventory tracking system for IT hardware and software.
• Assist with requisitions, receipt, and deployment of new and replacement software and hardware as needed to support customer requirements.
• Create, track, and submit monthly departmental purchase card documentation, ensuring purchases are accurately entered and coded in the IT budget.
• Participate in an on-call rotation with other IT employees to provide after-hours support.
• Maintain an attentive customer service approach for reported issues.

Position Summary

The IT Helpdesk Support Analyst provides courteous end-user technical support to maintain computer workstation functions, including monitors, phones, printers, and handheld devices across all TP facilities. The role answers and logs helpdesk trouble tickets as needed within a Windows environment.

Required Skills and Experience

• Experience in desktop support, helpdesk support, or a comparable position.
• Strong verbal and written communication skills, with the ability to communicate effectively and confidently with users, team members, and management.
• Ability to research and diagnose system problems, including evaluation of programming logic, databases, system output, and other application issues.
• Strong conceptual, analytical, and problem-solving abilities, along with flexibility to handle a wide variety of challenging tasks.

Technologies Used

• Windows
• Remote control software
• Account management
• Desktop software and hardware
• Printers
• Phones
• Network
• Video conferencing
• Mobile devices
• Cellular phones
• Handheld inventory scanner hardware and software
• Forklift-mounted inventory scanner hardware and software
• Inventory tracking system