Help Desk Support

Mission:

We are seeking a Help Desk Support Analyst to be the primary port of engagement between employees and company supported technology. Staying true to our core value of client commitment, this person will provide dedicated IT support and customer service to employees.

Responsibilities:

  • Provide first level IT support by answering, evaluating, and prioritizing requests in person, via phone, chat or email
  • Research questions using available information resources and advise user on appropriate actions
  • Diagnose and resolve technical hardware and software issues
  • Provide diligent follow up to the internal customers to ensure complete resolution of issues
  • Identify and escalate situations requiring urgent attention
  • Track and route problems and requests and document all resolutions; ensure all help desk interactions are documented and tracked
  • Resolve technical problems with Local Area Networks and Wide Area networks
  • Inform management of recurring problems
  • Stay current with system information, changes and updates
  • Train computer users as necessary
  • Setup, reformat, and decommission computers
  • Provide support for hybrid VoIP phone system and conference room and office A/V set ups

Qualifications:

  • Expert proficiency with MS Suite
  • Proficiency with Hyper-V, PowerShell, and Azure AD
  • Bachelor’s degree in a related field preferred
  • Working knowledge of fundamental operations of relevant software, hardware and other equipment
  • Expert proficiency with VoIP phone systems
  • Proficient with A/V components (TV’s, audio equipment, etc.)
  • Familiarity with mobile devices
  • Ability to work with and train end-users with various degrees of computer knowledge
  • Ability to perform duties with a high level of accuracy and document the results and efforts
  • Previous experience in an IT customer service-related role preferred

Personal Attributes:

  • Strong oral and written communication skills
  • Commitment to best-in-class customer service
  • Ability to problem solve using analysis and foresight
  • Adept at multi-tasking and comfortable operating in a fast-paced environment
  • Possesses the absolute highest ethical standards. Impeccable honesty, integrity, and transparency
  • Has the mind-set and work ethic to thrive in a collaborative boutique environment

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