Essence Ventures was established with the goal to articulate through experiences, media, technology, and commerce, that Black is not a monolith. Its goal is to show the spectrum of Black existence, as it is lived every day, and use that to return value to the greatness of Blackness. We accomplish this mission and vision through four incredible and distinct brands: ESSENCE Communications, Inc. (ESSENCE, Girls' United, Naturallycurly.com), Beautycon, AFROPUNK and ESSENCE Studios.
Essence Ventures is looking for a passionate Help Desk Analyst to provide technical support for our office and remote users. The candidate must be a self-starter who is detail oriented, well organized and a team player. Must possess strong organizational, customer service, written and verbal communications, technical problem solving and troubleshooting skills. Experienced with hardware / software troubleshooting and setup of new configurations and be resourceful in dealing with issues. Working experience of Intune, applications packaging and deployment, Windows 10, Windows 11 Microsoft Office 365, and Apple iOS. Participates in various technological infrastructure projects, whether they are system rollouts, application upgrades, or new technology initiative. Assists users, troubleshoots second tier hardware, software, process training, network connectivity and problems regarding access to enterprise-wide systems.
Responsibilities

• Perform equipment installations and upgrades
• Assist users with MAC/PC equipment and software support
• Evaluate problems with office equipment and printers
• Perform repairs and network system upgrades (servers, hardware, and routers)
• Install equipment providing software support (legacy & desktop)
• Assist in performing maintenance tasks such as patches, software updates, and configurations
• Restore and repair damaged files, support mobile devices (iPhone / iPads and PC and MACS) Maintain inventory of equipment and supplies ensuring accurate records, equipment, assignments and replacements, software inventory, etc.
• Maintain AV system by regularly monitoring, proper system function and performance and diagnosing and resolving issues as needed
• Assist with training for team members and assist in the creation of user guides to educate team members on proper system usage, and outlining various resources
• Maintain a high level of security by adhering to policies and protocols to ensure the safeguarding of sensitive information and prevent unauthorized access to systems (monitoring and reporting phishing etc.)
• Perform help desk responsibilities
• Respond to inquiries via phone and email in a professional and prompt manner
• Evaluate and troubleshoot, technical issues related to various software, network issues, and hardware
• Offer support in guidance to all end-users on the use of software applications, various computer systems, devices, etc.

SKILLS, EDUCATION AND EXPERIENCE:

• Bachelor's Degree in an IT, Computer Science, or related field preferred
• Experience with Microsoft Office 365, Zoom Business and Slack. A or MCP certifications preferred but not required.
• 5 years of relevant help desk experience required without a bachelor's degree.
• Strong customer service orientation and interpersonal skills with users at all levels within the organization.
• Working Knowledge of desktop Operating Systems Win 10 Pro, Win 11 Pro Mac OS is required.
• Microsoft Certified Professional or greater preferred. May substitute other technical certifications that pertain to related Information Technology.
• Experience with help desk processes, software, AV setup and procedures in a small to medium organization.
• Candidate may be expected to lift equipment that may weigh up to 50 lbs. and be required to run cables under desks and other furniture.
• Working knowledge of Microsoft Office Suite, IT Security, operating systems, group policy, and account management.
• Familiarity with Carbonblack Enterprise, Mimecast and MS security products.
• Strong interpersonal and oral/written communication skills
• Proven analytical, multitasking, and problem-solving abilities.
• Experience working independently and in a collaborative team-oriented environment.
• Occasional evening or weekend work may be required to provide support during system upgrades or emergencies.
• Travel may be necessary for on-site support or training purposes.

Full Time, Hybrid
Full Suite of Benefits- Medical, Dental, Vision, 401k, EAP
Salary 75k-80k