Help Desk/Desktop Support Analyst

This position serves as the primary point of contact for all help desk support requests. This position is responsible for diagnosing, troubleshooting, and resolving a broad range of hardware and software issues. In addition, this role provides training and guidance on software applications, information technology policies, and operational procedures. The position requires a strong working knowledge of both Windows and macOS operating systems, as well as the ability to assess user and organizational requirements, identify appropriate solutions, and effectively address a wide range of technical challenges. REPORTING RELATIONSHIPS: A. Reports to:IT Department Manager, * Serves as the first point of contact for employees seeking technical assistance by phone, email, or chat.

• Document and track all work orders in the help desk ticketing system to assure quality service.
• Ability to perform remote troubleshooting through diagnostic techniques and by asking pertinent questions.
• Ability to determine the best solution based on the issue and the details provided by the user.
• Assists in writing, editing, and revising training documentation for new or updated software/hardware used by the company.
• Ability to walk employees through the troubleshooting process.
• Install, configure, and troubleshoot hardware, software and configuration issues related to desktop and laptop operating systems, wireless and wired networking, applications, printers and peripherals to correct issues.
• Create and maintain documentation that assists end users resolve common help request issues.
• Ability to recognize and direct unresolved issues to the next level of support personnel needed.
• Ability to provide accurate information on IT products or services.
• Ability to record and log events/issues along with the resolution in a clear manner.
• Follow-up and update employee’s status and information.
• Ability to run reports to analyze recurring issues and complaints.
• Ability to request feedback, monitor calls and other methods of correspondence to improve training methods.
• Ability to train other staff members on troubleshooting and diagnosing issues.
• Pass on any feedback or suggestions from employees to the appropriate internal IT team member.
• Ability to identify opportunities for improvement and recommend enhancements to IT department procedures and operations.
• Ability to diagnose and resolve basic technical issues.
• Ability to install and provide routine maintenance on users’ PCs, Printers, Hardware and Software.
• Assist in monitoring system backups.
• Working knowledge of Microsoft active directory infrastructure and Network administration.

OTHER DUTIES AND RESPONSIBILITIES; * Attend and participate in calls, conferences, training, and webinars, as the position requires.

• Identify end-user training needs.
• Perform other duties assigned by management and carry out the assigned duties in a courteous, dependable and confidential manner with an attitude commensurate with being an Informational Systems professional. Interaction with all levels of employees and technical knowledge is required and should be conducted in a patient, courteous, and professional manner.
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• Associate’s degree in information technology, computer science, or a related field preferred.
• 0-2 years of experience in technical support or an IT helpdesk environment.
• Relevant additional education and/or professional certifications (such as A+ certification may be substituted for equivalent years of experience., KNOWLEDGE, SKILLS AND ABILITIES: * Ability to work with employees, contractors and customers in a courteous and patient manner; must have strong customer service skills.
• Ability to work independently, understand and carry out oral and written instructions and to request clarification when needed.
• Skills in communicating with users to diagnose system problems.
• Self-motivated and self-directed.
• Good analytical skills.
• Ability to prioritize and execute tasks to completion.
• Ability to work as a team member.
• Ability to lift and transport moderately heavy objects such as computers, monitors and other peripherals.
• LAN knowledge.
• Knowledge of Microsoft Windows, Linux, Mac OS, Android, and iOS system administration.
• Excellent communication skills.
• Understanding of computer systems, Webex Calling phone system and mobile devices to include phones and tablets.
• Understanding of laptops and VDI troubleshooting.

Normal working conditions inside an office building with heat and air conditioning. Regular office hours are from 7:30AM to 4:30PM Monday through Friday, except company observed holidays. Rotating on-call schedule, 7x24x365. Position is in Jacksonville, North Carolina. Should live near or within the community. Powered by JazzHR, + $54,100-70,000 per year