Key skills
Communication
About this role
OVERVIEW
The IT Help Desk Analyst I will be responsible for the configuration, maintenance, and performance of Company's enterprise hardware and software systems. This is a hands-on position requiring good technical skills in addition to excellent interpersonal and communication skills.
IT Help Desk
Provide outstanding customer service both in person and via remote tools.
Respond to support requests through email, phone, and chat platforms for users with situational levels of
urgency.
Document each issue, diagnosis, and resolution within the case management system and IT
knowledgebase.
Install, configure, troubleshoot, resolve and/or escalate incidents related to employee hardware,
enterprise software, access and authentication, network and VPN issues, virtual meeting solutions, and
more.
Support a suite of Microsoft Office 365 E5 applications on both Windows and Mac operating systems.
Equip workspaces and offices with monitors, docking stations, and other desktop equipment.
Accurately maintain asset inventory and adhere to asset management policies and procedures
Administer, image, and troubleshoot Windows and Mac endpoints using Intune and JAMF
Support telephony systems for business groups, Customer Operations and hardware engineering teams
Equip workspaces and offices with monitors, docking stations, and other desktop equipment
QUALIFICATIONS
Associate's Degree from an accredited institution in a relevant discipline (Information Systems,
Computer Science, Engineering, etc.) or equivalent work experience
Up to 2 years in an IT support role
CompTIA A+ Certification
CompTIA Network+ Certification
CompTIA Security+ Certification
Apple Certified Support Professional (ACSP)
Microsoft 365 Certifications
Limited travel and scheduled availability
REQUIRED KNOWLEDGE, SKILLS, AND TALENTS
Familiarity and foundational understanding of Mac, Windows 10/11 OS, MS365, Entra and Microsoft AD
Familiarity with endpoint imaging, deployment & management solutions (Intune, JAMF Pro)
Sound analytical, planning, organizational, and problem-solving skills
Familiarity with Help Desk ticketing systems
Familiarity supporting A/V solutions in conference rooms and workstations
Familiarity with RDWeb, Cisco VPN, and Microsoft Direct Access
Creative thinker and team-player with an outgoing personality and strong initiative
End-users focus on exceptional support and solution interactions
Ability to manage multiple tasks and assignments
The IT Help Desk Analyst I will be responsible for the configuration, maintenance, and performance of Company's enterprise hardware and software systems. This is a hands-on position requiring good technical skills in addition to excellent interpersonal and communication skills.
IT Help Desk
Provide outstanding customer service both in person and via remote tools.
Respond to support requests through email, phone, and chat platforms for users with situational levels of
urgency.
Document each issue, diagnosis, and resolution within the case management system and IT
knowledgebase.
Install, configure, troubleshoot, resolve and/or escalate incidents related to employee hardware,
enterprise software, access and authentication, network and VPN issues, virtual meeting solutions, and
more.
Support a suite of Microsoft Office 365 E5 applications on both Windows and Mac operating systems.
Equip workspaces and offices with monitors, docking stations, and other desktop equipment.
Accurately maintain asset inventory and adhere to asset management policies and procedures
Administer, image, and troubleshoot Windows and Mac endpoints using Intune and JAMF
Support telephony systems for business groups, Customer Operations and hardware engineering teams
Equip workspaces and offices with monitors, docking stations, and other desktop equipment
QUALIFICATIONS
Associate's Degree from an accredited institution in a relevant discipline (Information Systems,
Computer Science, Engineering, etc.) or equivalent work experience
Up to 2 years in an IT support role
CompTIA A+ Certification
CompTIA Network+ Certification
CompTIA Security+ Certification
Apple Certified Support Professional (ACSP)
Microsoft 365 Certifications
Limited travel and scheduled availability
REQUIRED KNOWLEDGE, SKILLS, AND TALENTS
Familiarity and foundational understanding of Mac, Windows 10/11 OS, MS365, Entra and Microsoft AD
Familiarity with endpoint imaging, deployment & management solutions (Intune, JAMF Pro)
Sound analytical, planning, organizational, and problem-solving skills
Familiarity with Help Desk ticketing systems
Familiarity supporting A/V solutions in conference rooms and workstations
Familiarity with RDWeb, Cisco VPN, and Microsoft Direct Access
Creative thinker and team-player with an outgoing personality and strong initiative
End-users focus on exceptional support and solution interactions
Ability to manage multiple tasks and assignments