Colonial Group, Inc. is a multigenerational, family-owned parent company of a variety of subsidiaries. Our group offers a diverse portfolio of products and services, which combined with strategic infrastructure, and logistics capabilities, create significant value for our customers.
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The Help Desk Analyst, Tier I will provide technical support to company-wide employees on connectivity, applications and access issues. The Analyst will troubleshoot computer problems and determine the source, provide instruction or remote access to provide appropriate action, or escalate a ticket to the proper resource for issue resolution. Team-oriented work and cooperation as well as independent decision making is expected.
JOB EXPECTATIONS/DUTIES

• Provide assistance to end-users around computer hardware and software.
• Prioritize technical issues, while maintaining precise attention to detail in providing users with outstanding customer service.
• Respond to technical support issues via phone, email and in person.
• Create new IT tickets as well as monitor ticket queues.
• Administration of network printers and Active Directory.
• Documentation of business processes and accompanying trouble shooting guides.
• Assign tickets to appropriate IT support staff.
• Escalate tickets inside or outside of the department until resolved.
• Computer hardware/software installations.
• Desktop/Laptop build and troubleshooting experience.
• MS Office end-user support and troubleshooting.
• MS Outlook (LAN and Offline/Remote) support and troubleshooting.
• Smart phone email configurations.

QUALIFICATIONS/REQUIREMENTS

• 2 to 5 years Help Desk/Desktop support experience including use of IT ticketing software.
• Associates Degree or Technical Certifications such as A and Network are preferred.
• Sound knowledge and troubleshooting of PC hardware and Operating Systems (Windows 10, Windows 7) environments, MS Office Suite, MS Exchange required.
• Previous experience troubleshooting connectivity issues by phone.
• Team-oriented work and cooperation as well as independent decision making is expected.
• POS support experience preferred.
• Network troubleshooting, cabling, or previous network tech experience preferred.
• Willingness to provide on-call support in a rotating schedule for 24x7 on-call user support. Company will provide a cell phone.

Physical Requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
While performing the duties of this job, the employee is regularly required to sit, stand, walk, and may occasionally lift and/or move up to 20 pounds. Travel will be required, up to 10%.
Eligibility Requirements:
Hiring is contingent upon eligibility to work in the United States.
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Colonial Group, Inc. is an EEO/AA employer and committed to creating an environment that values and supports diversity and inclusiveness across our organizations.