IT Help Desk Analyst

Sabio Systems is seeking an IT Help Desk Analyst in downtown Albuquerque, onsite, delivering first-level IT support via calls, chats, emails, or a ticketing system and assisting remotely or on-site with desktop hardware and related technology.

Responsibilities

• Delivers first-line IT support via phone queue, chat, email, or ticketing system; gathers details to locate the issue, assesses severity, and resolves or escalates to appropriate IT staff.
• Supports users on-site or remotely with desktop hardware, peripherals, telecommunications, audiovisual, or related technology problems; logs and tracks service requests using maintenance logs and ticketing tools.
• Provides accurate information about IT products or services to customers.
• Troubleshoots problems, researches solutions, and guides users through corrective steps.
• Leverages and contributes to departmental knowledge bases to share solutions.
• Explains basic system and application functions and clarifies user access rights.
• Notifies management of current or potential production issues; maintains knowledge-based solution logs; collaborates with higher-level staff on documentation, testing, and scheduling; informs user departments of problems and schedule changes.
• Performs additional job duties as assigned.

Requirements

• Operational knowledge of Windows operating system and common business applications.
• Help desk experience: 1 year (Required).
• CompTIA A+ certification (Required).
• Basic knowledge of Mobile Device Management (MDM) systems, devices.
• Operational proficiency in information technology, including computer hardware and software components.
• Strong customer service principles and standards.
• Proficient at diagnosing and resolving desktop hardware and communications system software issues.
• Reads, understands, and applies technical information related to computer systems.
• Ability to collaborate across multiple divisions.
• Follows up on and tracks progress of assigned tickets.
• Effective verbal and written communication skills.

Technologies

• Windows OS
• InTune
• MDM

Benefits

• Bonus pay equal to your weekly average hours at your current hourly rate, awarded when the stated requirement is met.

Additional Requirements

• Must successfully complete a criminal background investigation.
• Employee must have a valid New Mexico driver’s license by the employment date and maintain it while employed in this position.

Physical and Mental Requirements

• Ability to lift up to 35 pounds on a regular basis; occasional lifting up to 50 pounds.