Helpdesk Support Analyst

Emmi Dessert USA is seeking a Helpdesk Support Analyst to provide day-to-day technical desktop support and troubleshooting for IT infrastructure in a Kenilworth, NJ onsite environment. In this role, you will support end users across Windows-based systems, administer enterprise applications such as Microsoft Office 365, and serve as an escalation point to help ensure service-level agreements are met with third-party MSP vendors.

What you’ll do

• Provide timely technical support to Windows 11 users for hardware and software issues.
• Monitor desktops for hardware and software failures, then work to resolve identified problems.
• Act as an escalation point, including managing relationships and coordinating with 3rd-party MSP vendor(s) to ensure SLAs are met.
• Maintain and update hardware and software inventories.
• Maintain, analyze, troubleshoot, and repair computer systems, hardware, and computer peripherals, including mobile devices.
• Support and maintain user account information, including rights, security, and systems groups.
• Complete new user equipment buildouts.
• Field incoming help requests, document user information, and capture the nature of each issue.
• Resolve requests when possible or escalate problems to the appropriate technical resource.
• Assist with the design and development of standardized operational management reports used to identify issues and monitor computers.
• Research, analyze, and provide hardware and software quotations, ordering information, and purchasing details to support equipment requests.
• Communicate application problems and issues to management, development teams, and end users.
• Be willing to lift and move printers and workstations, up to 45 lbs (20 kg).
• Create and maintain IT documentation.

Requirements

• Ability to troubleshoot both hardware and software.
• Windows 11 and Office 365 experience.
• Experience with SonicWall and SonicWall VPN.
• Knowledge of Microsoft O365 applications including Word, Excel, PowerPoint, Access, Outlook, Teams, and SharePoint.
• Experience fielding incoming help requests and documenting user information and the nature of problems.
• Ability to resolve requests or escalate when required to the appropriate technical resource.
• Ability to assist with standardized operational management report design and development.
• Research and analysis skills to support hardware and software quotations, ordering, and purchasing information.
• Strong organizational, problem-solving, and interpersonal skills.
• Ability to install, remove, or repair basic computer systems.
• Good documentation skills and great communication, including active listening and comprehending system details.
• Willingness to lift and move printers and workstations up to 45 lbs (20 kg).

Technologies

• Microsoft Office 365, Windows 11
• SonicWall, SonicWall VPN
• Microsoft O365 applications: Word, Excel, PowerPoint, Access, Outlook, Teams, SharePoint
• Antivirus tools
• VPN Remote Access
• LogMeIn
• Freshdesk

Compensation and work location

• Location: Kenilworth, NJ (onsite)
• Salary: USD 90,000 per year
• Work type: In person

Education and experience

• Bachelor’s degree in computer science (or equivalent experience/qualification).
• Minimum experience: 2 years.
• 2 to 4 years of engineering experience supporting end users.
• Hands-on troubleshooting experience with Microsoft Office 365.
• Hands-on experience with Antivirus tools, VPN Remote Access, LogMeIn, Freshdesk, and other IT management tools.
• Help desk experience: 2 years (required).
• VPN experience: 2 years (required).

Benefits

• 401(k) and 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