Support Jobs in Rome, GA

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Analyst, IT Help Desk

WinShape Foundation Rome, GA

Rome, GA

Today

Full time Device Management End User Support Endpoint Management

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Job Description

The Analyst, IT Help Desk role provides front-line and escalated technology support to WinShape Foundation staff and seasonal camp technology teams in Rome, GA (onsite). This position supports end users through troubleshooting, deployments, documentation, and coordination for ongoing IT needs.

Role Overview

In this position, you will deliver help desk coverage and manage escalations as needed, including computer and peripheral deployments, endpoint management, software support, and assistance with systems administration and IT projects. You will also support seasonal camp technology requirements by preparing, deploying, supporting, collecting, inventorying, and storing seasonal-use equipment.

Responsibilities

Provide help desk support for staff of over 400 users facing software, hardware, and telecommunication issues
Set up and deploy new computers and peripherals for staff, including management of MDM tools used to automate deployments
Coordinate seasonal technology needs with camp staff, including preparation, deployment, support, collection, inventory, and storage of seasonal-use computers and related equipment
Perform software installations and provide ongoing software support
Carry out various system administration tasks as assigned
Assist with planning and execution of IT projects as needed
Provide initial troubleshooting for backup, network, telecom, and printing/scanning environments, escalating when required
Perform or assist with software and hardware installations, including laptops, desktops, peripherals, multifunction printers, network and telecommunications equipment, with support for both Windows and MacOS
Document, prioritize, troubleshoot, escalate, and resolve support requests using the help desk ticketing system, keeping accurate notes and communicating resolution status to users
Create and maintain technical documentation such as troubleshooting procedures, deployment instructions, and end-user knowledge articles
Complete other related duties as directed by the Senior Manager, IT Systems Lifecycle

Required Qualifications

Associate’s or Bachelor’s degree in IT, Computer Science, or a related field, or equivalent work experience
Two years of relevant technical support, help desk, computer deployment, or repair experience preferred
Working knowledge of Windows and MacOS
Fundamental understanding of wired and wireless networking, printing, and common endpoint troubleshooting
Experience with, or ability to learn, Microsoft 365 administration and support
Experience with, or ability to learn, endpoint deployment, device management, software deployment, and remote support tools
Familiarity with MDM tools (Mosyle, Intune, PDQ) desired
Ability to quickly learn new systems and processes

Additional Requirements

Seasonal travel required to support WinShape Camp offices
Occasional travel to support center or remote offices as needed
Strong organizational and coordinating skills with the ability to prioritize tasks
Ability to communicate effectively, both orally and in writing
Ability to work independently and as a team player under time pressures while maintaining composure

Technologies

MDM tools
Mosyle
Intune
PDQ
Microsoft 365
Windows
MacOS
Multifunction printers
Help desk ticketing system

Reporting and Scope

Reports to: Senior Manager, IT Systems Lifecycle
Scope of position: Provide front-line and escalated technical support; prepare and deploy computers and peripherals; maintain endpoint management systems; assist with systems administration and IT projects

Location and Experience

Location: Rome, GA (onsite)
Minimum experience: 2 years

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