Help Desk Analyst

Our client is seeking a Help Desk Analyst (Tier 1) to add to the team. The ideal candidate will have a couple years of IT support experience and some exposure to Office 365.

This is a permanent position.

Key Roles and Responsibilities

• Address user tickets regarding hardware, software, and networking.
• Walk users through installing applications and computer peripherals
• Guide users with simple, step-by-step instructions, Ask targeted questions to diagnose the problem when necessary.
• Conduct remote troubleshooting
• Test alternative pathways until you resolve an issue
• Customize desktop applications to meet user needs
• Record technical issues and solutions in logs
• Direct unresolved issues to the next level of support personnel
• Follow up with users to ensure their systems are functional
• Report user feedback and potential product requests to senior staff.
• Help create technical documentation and manuals
• Setup of all new users both accounts and desktop/ laptop environments
• Responsible for the standard build of all desktops and maintenance of all printers/copiers
• Maintain basic aspects of IP phone system.
• Assist in basic networking issues, and be able to run cables neatly and terminate all ends.
• In charge of inventory and ensuring storage room is kept in an organized manner
• Mobile device management

Qualifications

• Associate / Bachelor's degree or equivalent work experience
• MCP, A+ or Network+ would be desirable.
• Minimum 1-year previous IT Service Desk
• Strong customer service focus and experience.
• Strong analytical and problem-solving skills.
• Excellent organizational skills.
• Excellent oral and written communication skills
• Strong interpersonal and communication skills with excellent telephone manner.
• Ability to communicate effectively with all levels of personnel within the Firm.
• Ability to effectively document in detail, events pertaining to open issues.
• Hands-on experience with Windows/Linux/Mac OS environments Knowledge of VMware
• Strong knowledge of Microsoft office suite - Outlook, Word, Excel, PowerPoint and document management systems.
• Experience with office 365 is a must
• Knowledge of network security practices and anti-virus programs
• Knowledge of Microsoft server operating systems and Active Directory (reset passwords, unlock accounts, create a new user).
• Knowledge of HP& Dell hardware, iPads, iPhones, Androids, MDM, RDP & VPN tools.
• A self-motivated achiever who gains satisfaction from providing excellent customer service.

**For immediate consideration contact: arwen@huntergibbons.com**