IT Helpdesk Analyst

The IT Helpdesk Analyst is based on-site at the Leonard Customer Support Center (CSC) in Mt. Airy, NC, with operations in the U.S., and has overall responsibility for serving as the first point of contact for employees requiring technical assistance. This role provides timely and professional support for hardware, software, mobile devices, printers, networking, and business applications while delivering exceptional customer service. The IT Helpdesk Analyst is responsible for diagnosing issues, resolving incidents, documenting solutions, and escalating complex problems when necessary. This position reports directly to the Network Engineer and does not have direct reports., * Provides first-level technical support to employees via phone, email, remote support, and ticketing systems.

• Troubleshoots and resolves issues involving:
• Windows operating systems
• NCR CounterPoint Support
• Microsoft 365 applications
• Email and Outlook
• Printers and peripherals
• Mobile devices
• Windows App connectivity
• Network access
• Password resets and account management
• Installs, configures, and maintains desktop computers, laptops, tablets, printers, and other IT equipment.
• Creates, updates, and closes support tickets while maintaining accurate documentation.
• Escalates unresolved issues to appropriate IT personnel with complete troubleshooting notes.
• Configures new user accounts, hardware, and software for onboarding employees.
• Assists with employee offboarding by recovering equipment and disabling access.
• Maintains inventory of IT hardware and software assets.
• Performs software installations, updates, and routine system maintenance.
• Supports audio/visual equipment for meetings and presentations.
• Assists with IT projects, equipment deployments, and technology rollouts.
• Creates and maintains technical documentation and knowledge base articles.
• Follows company security policies and assists with cybersecurity best practices.
• Participates in a rotating or assigned on-call schedule to provide remote technical support for retail operations during designated business hours, including Saturdays. Responds to critical POS and business system issues to maintain business continuity and minimize operational disruptions.
• Provides courteous, professional, and customer-focused service to all employees.

Other Duties

Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

• Excellent problem-solving and diagnostic skills.
• Ability to explain technical concepts to non-technical users.
• Strong attention to detail and organizational skills.
• Excellent troubleshooting and analytical skills.
• Ability to work independently and collaboratively.
• Commitment to providing exceptional customer service.
• Ability to learn new technologies quickly.
• Strong verbal and written communication skills.
• Ability to prioritize multiple requests in a fast-paced environment.
• Strong customer service orientation.

Education/Experience Requirements

• Associates degree in Information Technology, Computer Science, or related field, or equivalent work experience.
• 1-3 years of IT helpdesk or desktop support experience.
• Strong knowledge of:
• Windows 10/11
• Active Directory or Azure AD
• Basic networking concepts
• Remote support tools
• Experience supporting retail or multi-location organizations preferred.
• Experience with the following programs is preferred:
• Microsoft Intune
• Microsoft Entra ID
• SharePoint
• VOIP Phone
• POS systems
• Ticketing systems (Freshservice, ServiceNow, Jira, Zendesk, etc.)
• Industry certifications preferred such as:
• CompTIA A+
• CompTIA Network+
• Microsoft 365 certified, * Ability to remain in a stationary position 75% of the time.
• Ability to type on a keyboard.
• Ability to hear and talk.
• Ability to move about inside the office to access filing cabinets, office machinery, etc.
• Ability to operate a computer and other office productivity machinery, such as a calculator, copy machine, and printer.
• Requires close vision for computer work and reviewing correspondence.
• Work is performed in a controlled office, with noise levels within acceptable safety levels, paper, dust, etc.
• Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this position., Required
• 1 - 3 years: IT helpdesk or desktop support experience.

Preferred

• 1 - 3 years: Experience supporting retail or multi-location organizations preferred., Preferred
• Associates or better in Information Technology or related field

Pulled from the full job description

• 401(k) matching
• Paid holidays, * Competitive salary compensation.
• Competitive benefits package.
• 401K with a Company match.
• Paid days off: holidays and vacation.
• Continuous training and growth opportunities to build your career with Leonard.

Established in the Blue Ridge foothills of North Carolina in 1963, Leonard Truck Outfitters is a manufacturer and distributor whose product lines include storage buildings, cargo and utility trailers, truck covers, truck and van accessories, carports, playhouses, chicken coops, and dog houses. We serve our residential, commercial, fleet, and government customers through our 120+ retail store locations in thirteen states, supported by our corporate office (Mt. Airy, NC), distribution centers, and strategically located manufacturing facilities.