Helpdesk Support Analyst

Helpdesk Support Analyst role focused on desktop support, networking, and IT infrastructure administration, including Microsoft Office 365, onsite in Kenilworth, NJ.

Responsibilities

• Deliver timely technical support to Windows 11 users for hardware and software issues.
• Serve as escalation point and manage vendor relationships with third party MSPs to ensure SLA compliance.
• Monitor desktops for hardware and software failures and resolve those issues.
• Maintain inventories of hardware and software assets.
• Maintain, analyze, troubleshoot, and repair computer systems and peripherals, including mobile devices.
• Support user accounts, including access rights, security, and group memberships.
• Configure and provision equipment for new users.
• Create and maintain IT documentation.

Requirements

• Strong ability to diagnose and troubleshoot hardware and software issues.
• Experience with Windows 11 and Office 365.
• Experience with SonicWall devices and SonicWall VPN.
• Knowledge of Microsoft Office 365 apps including Word, Excel, PowerPoint, Access, Outlook, Teams, and SharePoint.
• Receive and document user requests with problem details.
• Resolve requests or escalate to appropriate technical resources when needed.
• Assist in designing and developing standardized operational management reports to identify issues and monitor computers.
• Research and provide hardware and software quotations, ordering details, and other purchasing information to assist equipment orders.
• Strong organizational, problem-solving, and interpersonal skills.
• Ability to install, remove or repair basic computer systems.
• Communicate application problems to management, development teams, and end users.
• Ability to lift and move equipment up to 45 lbs (20 kg).

Technologies

• Windows 11
• Microsoft Office 365
• SonicWall
• SonicWall VPN
• LogMeIn
• Freshdesk
• Antivirus tools
• VPN Remote Access

Benefits

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

Job Details

• Location: Kenilworth, NJ (onsite)
• Salary: USD 90,000 per year
• Experience: 2+ years
• Education: Bachelor's degree