Helpdesk Support Analyst

This position is for a Helpdesk Support Analyst with networking experience and knowledge for the complete support of our IT Infrastructure. The role will be for a technical desktop support person, involved in daily troubleshooting of technology issues and interacting with the user community as well as other team members within the organization. Administration of various enterprise systems, including Microsoft Office 365, will be required., · Provide tech support for Windows 11 users and related hardware/software issues in timely matters.

· Manage relationships, and act as an escalation point to ensure SLAs are met, with 3rd Party MSP vendor(s).

· Monitor desktops for any hardware and/or software failures and work to resolve those failures

· Maintenance of hardware and software inventories.

· Maintain, analyze, troubleshoot, and repair computer systems, hardware, and computer peripherals, including mobile devices.

· Support and maintain user account information including rights, security, and systems groups

· New User Equipment buildouts

· Create and maintain IT documentation., The new identity brings together all dessert businesses of the Emmi Group under one identity while reflecting their individual heritage and maintaining the authenticity of each dessert tradition. From Italian Tiramisu and French pâtisserie to American Cheesecakes and British bakery classics, Emmi Desserts brings together the world’s most iconic dessert cultures. As a dessert specialist, Emmi Desserts offers its customers a highly innovative, bespoke premium desserts portfolio and works closely with them to further develop the category.

· Ability to troubleshoot hardware and software

· Experience with Window 11 and Office 365

· Experience with SonicWall and SonicWall VPN

· Knowledge of Microsoft O365 (Word, Excel, PowerPoint, Access, Outlook, Teams, SharePoint)

· Field incoming help requests and document user information and nature of problem or issue

· Resolve request or escalate problems when required, to the appropriate technical resource

· Assists in the design and development of standardized operational management reports to identify issues or monitor computers.

· Research, analyzes, and provides hardware/software quotations, ordering information and other purchasing information to users to assist in ordering needed equipment.

· Good organizational, problem-solving, and interpersonal skills.

· Ability to install, remove or repair basic computer system

· Communicate application problems and issues to management, development teams and end users

· Willing to lift and move printers, workstations etc. weighing up to 45lbs/20kg

Education and Experience

· Bachelors in computer science, or equivalent experience or qualification

· 2 to 4 years of engineering experience in supporting end users

· Provide tech support for Windows users and related hardware/software and resolve issues

· Hands on troubleshooting experience with Microsoft office 365

· Good Documentation skills

· Hands on with Antivirus tools, VPN Remote Access, LogMeIn, Freshdesk and other IT management tools

· Help maintain hardware/software inventories

· Document, maintain, upgrade, replace hardware and software for desktop and peripheral equipment

· Great communication skills, including active listening and comprehending of system, * Bachelor’s (Required), * Help desk: 2 years (Required)

• VPN: 2 years (Required)

Pulled from the full job description

• Referral program
• 401(k)
• Health insurance
• Retirement plan
• 401(k) matching
• Paid time off
• Vision insurance, * 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

Emmi Group launches “Emmi Desserts” as the unified name for its global dessert business. The Emmi Group is launching “Emmi Desserts” as the unified name for its global dessert business and establishing “better for you” desserts as its strategic core: Premium desserts that offer uncompromising delight and are responsibly crafted with clean recipes, simple ingredients and sustainable packaging. The new brand identity combines local dessert traditions and translates them into innovative concepts for its partners around the globe.