Help Desk Support Analysts

MMY Consulting - Indianapolis, IN (30+ days ago)4.1


MMY Consulting is committed to delivering the highest quality business and IT solutions to our clients. Our mission is to provide comprehensive consultation to public and private sector organizations seeking a true partner in their technology pursuits.

We are currently seeking Help Desk Support Analysts to join the MMY team. This is a 6-month contract with the possibility of extension located in San Francisco, CA. Local candidates only, please

Role and Responsibilities:

Tier 1/2 help desk support for WBIE Production and Operations teams
  • Train and guide users with any 1st tier application issues

  • Install, modify, and repair computer hardware and software

  • Install and setup computer peripherals for new and existing users

  • Track, communicate, and follow up on issues with customers until they are resolved to their satisfactory

  • Provide Audio Video support and setup of Zoom Video conference meetings and troubleshoot issues in both scheduled and live meetings

  • Provide general Audio Video support for a variety of conference rooms as needed

  • Serve as first point of contact for customers seeking technical support in person, over phone, or e-mail

  • Provide accurate information on IT products

  • Record, track, monitor and resolve incidents and requests in the service management system.

  • Identify areas of improvements and suggest potential solutions.

  • Escalate critical issues to next tier support

Assist with user onboarding/offboarding
  • Process requests for and deploy new hardware

  • Ensure appropriate applications are assigned to new users and request/create accounts as needed

  • First day user orientation and training

  • Recall/audit hardware and disable accounts of offboarded users

  • IT hardware inventory management

  • Image, configure, and deploy new Windows and OSx hardware to new and existing Burbank employees

  • Follow proper procedures for requesting and approving vendor quotes for Burbank user hardware purchases

  • Maintain accurate and detailed hardware inventory for new and existing hardware

  • Submit and complete hardware RMAs through the appropriate vendors

Documentation
  • Write Training manuals and how-to documentation for new and existing applications, services, and processes

  • Document internal procedures in confluence

Additional administrative duties
  • Assign users and computers to proper organizational units and security groups in Active Directory

  • Track, monitor, any issues with security patches via SCCM reports

  • Test new software updates or applications before deploying to wider group

Additional Specific Projects
  • Full inventory audit of IT hardware, including desk to desk and storage

  • Erasing and securely recycling all old IT hardware using an approved recycling vendor

  • Assist users with migration of Trello boards from existing personal accounts to enterprise instance

Job Requirements:
  • Must have prior experience providing Tiers 1 & 2 support in a helpdesk setting

  • Must have experience with Windows and OSx hardware

  • Must have experience with Zoom Video

This is a full time position. We are looking to hire in an hourly or salary basis. MMY associates enjoy comprehensive benefits which include medical, dental, vision care, life insurance options, 401(k) retirement, and more!

EOE