HelpDesk Analyst

HelpDesk Analyst responsible for supporting customers & other members of the HelpDesk team by assisting, assignment, troubleshooting and resolution of Tier 1 & 2 service desk tickets as well as providing superb remote support in a timely fashion.

Requirements

• Help monitor and support the IT HelpDesk ticket queue
• Answer calls placed to the Service Desk, gather information, and create tickets from the information gathered
• Prepare new hire computers with all necessary hardware and software components and create their accounts in a timely manner
• Maintain and support Microsoft Office 365 mailboxes, addresses, and basic mail flow
• Resolve issues and assigned tasks with an analytical, process-oriented approach that aligns to internal service level agreements
• Support the operation and setup of the phone system handsets and headsets
• Support home and traveling employees, as well as training customers via remote login and phone
• Support the operation of computer peripherals such as printers, scanners, and mobile devices
• Working knowledge and experience working with an incident ticketing system
• Remote access technology
• Troubleshooting Windows
• Excellent organization & time management skills
• Ability to work with little or no supervision
• Ability to work in a fast-paced environment
• Excellent verbal and written communication skills

Benefits

• Competitive salary with performance-based incentives
• Medical Mutual Health Insurance with HSA & ancillary benefits
• John Hancock Retirement Account – Simple IRA with 3% company match
• Flexible scheduling options
• Paid Time Off
• Certification Assistance- 100% reimbursement for training, course materials, and testing fees
• Crewhu employee recognition and peer-to-peer recognition platform, where team members can celebrate achievements and recognize each other’s contributions
• Free company apparel
• Microsoft Workplace Discount
• Keeper Password Manager
• CompTIA content & exam voucher discounts