Overview
The IT Help Desk Analyst works as an integral part of the Information Technology team to provide outstanding customer service and support for approximately 90 users between our corporate office and remote locations. This individual serves as the first line of support for all technical issues submitted to the Information Technology team and should fit comfortably in a professional environment, exhibiting good communication skills with a ‘can-do’ attitude.
Responsibilities
- Provides first line support service to approximately 90 end-users.
- Provides end-user Windows-based laptop/desktop troubleshooting, maintenance, imaging and deployment.
- Ensures all help desk requests are documented and tracked to resolution.
- Follows through on all assigned tickets in a timely manner to meet/exceed end-user expectations.
- · Supports mobile device (Apple iOS) provisioning, troubleshooting and maintenance.
- Engages with Verizon carrier to manage/deploy mobile devices.
- Manages user account management via Active Directory and OKTA SSO.
- · Manages Microsoft 365 distribution lists, shared mailboxes, assigning to groups.
- Provides first line support for Microsoft 365 programs, including OneDrive and SharePoint.
- Provides first line support and license assignment for end-user software including Adobe Acrobat Pro, Zoom Phone, Office365, etc).
- Maintains an onsite presence at Andover, MA location to assist with walk ups and phone calls from users.
- Assists with conference room desktop and A/V troubleshooting.
- First line support for basic printer maintenance and troubleshooting.
- Assisting IT team as needed to help prepare Standard's customer showroom with IT needs.
- Assists with IT team projects and other tasks, as assigned.
Requirements
- Strong attention to detail throughout all work.
- Strong communication and interpersonal skills.
- Ability to operate independently.
- Ticketing and call logging experience a must.
- Experience troubleshooting various flavors of Microsoft Windows desktop.
- Supporting Microsoft Active Directory.
- Knowledge of Apple iOS is required.
- Knowledge of Zoom and OKTA SSO preferred.
- Routing and switching experience would be preferred.
- Previous Salesforce experience a plus.
- Valid Driver’s License.
- Minimum 2 years help desk or supporting IT role
- Ability to sit for extended periods, using a computer keyboard and mouse with dexterity, good hand eye coordination and clear vision for close up work on screens.
- Ability to potentially travel between our main office location, and nearby Warehouse locations.
- Occasionally lifting (up to 10lbs) and reaching and bending when doing work with equipment
Pay: $60,000.00 - $70,000.00 per year
Benefits:
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Parental leave
- Professional development assistance
- Referral program
- Retirement plan
- Tuition reimbursement
- Vision insurance
Work Location: In person
