Helpdesk Analyst
Role details
Job location
Tech stack
Job description
The Helpdesk Analyst will serve as first point of contact to end users, delivering exceptional technical support, and ensuring positive experience. The Helpdesk Analyst will be responsible for troubleshooting including break/fix support, assisting network administrators and applications personnel. Key responsibilities will include documentation, tracking, and follow-up on all help desk calls as well as assisting the network administrators with all hardware and infrastructure deployments., End User Support and Customer Service
- Serve as point of contact with help desk tickets and requests (via phone calls and/or emails) for employees seeking technical assistance
- Effectively and accurately document incidents, requests, and resolutions within ticketing system
- Ensure requests for technology services and support are properly recorded, assessed, prioritized, addressed timely and properly escalated.
- Build strong internal customer relationships by addressing issues with the proper level of urgency.
- Develop a trusting relationship with the application development and network administration personnel by becoming the first line of support for business applications and infrastructure tools.
Technical Troubleshooting and Resolution
- Configure, install, troubleshoot, and repair PC and hardware.
- Troubleshoot Microsoft 365 and other business applications.
- Utilize remote tools and resources to solve issues effectively and efficiently.
- Contribute to internal knowledge to improve service delivery and efficacy.
IT Operations and Infrastructure Support
- Contribute to the design of network architecture, integration and installation.
- Work closely with network administrations to maintain software/LAN/WAN/wireless security and integrity.
- Provide ad hoc report writing support and training for other departments.
- Other duties as assigned.
Requirements
Do you have experience in Writing skills?, Do you have a Bachelor's degree?, * Bachelor's Degree (or obtaining) in computer related field, or comparable hands-on experience with computer networks.
- Minimum Years of Experience Required in Specific Functions/Positions:
o 2 - 3 years with remote PC troubleshooting (Phone/Remote Control)
o 2 - 3 years PC hardware configuration, installation and troubleshooting.
o Windows desktop operating systems and MS Office.
o Windows Server Administration (DNS, DHCP, Group Policies, Windows Updates)
o IP Telephony Administration
o Active Directory administration (Account Creation/Deletion, Password changes, Group Membership, etc.).
o Security and Antivirus Software
o Familiarity with networking technologies.
SKILLS (Language, Mathematical, Reasoning, Other)
- Must have strong people and interpersonal skills.
- Excellent oral and written communication skills.
- Ability to multi-task and prioritize duties and objectives.
- Strong planning and time management skills.
- Experience working in a fast-paced environment.
- Ability to work independently with a minimum of day-to-day direction.
- Ability to represent the company in a professional manner.
WORKING CONDITIONS/PHYSICAL DEMANDS
- Skilled at managing multiple tasks concurrently.
- Ability to travel to other siffron locations will be required.
- Effective at projecting a responsive, customer service attitude to other individuals and departments.
- Ability to handle stress and balance conflicting priorities.
- Sitting and working at a computer for extended periods of time.
- Ability to lift up to 50lbs.
Benefits & conditions
Pulled from the full job description
- Referral program
- Tuition reimbursement
- Paid parental leave
- Parental leave
- 401(k)
- Health insurance
- Retirement plan, The salary range for this role is $43,846 - 60,000 annually in Rockford, Illinois. siffron considers several factors when determining and extending an offer, including but not limited to, the role, function, a candidate's work experience, location, education/training, and key skills.
- 401(k) match (up to 50% of 6%)
- Annual siffron profit share/safe harbor match
- Tuition reimbursement program for eligible employees
- Medical, dental, vision insurance after 30 days of employment
- Flexible spending account and/or health savings account
- Vacation/Personal/Bereavement leaves
- Paid parental leave
- Short & long-term disability coverage
- Employee Assistance Program
- Employee referral bonus program
- siffron Shared Ownership Works Program
- 10 paid holidays
Pay: $43,846.00 - $60,000.00 per year, * 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Referral program
- Retirement plan
- Vision insurance