IT Help Desk Analyst

The IT Help Desk Analyst will report to the Director of Information Technology provide entry to mid-level support for all Peruvian Connection staff. The IT Help Desk Analyst will be the first point of contact to troubleshoot and resolve issues related to hardware, software, network connectivity, remote access, and all other support related requests. This role will also be responsible for asset management, Active Directory administration, and defined computer equipment maintenance.

Essential Duties and Responsibilities

Major responsibilities of the position are listed below. To perform the job successfully, the individual must be able to execute each essential duty satisfactorily. Other duties, assignments and specific projects may be assigned at the discretion of executive management.

· Maintain and work within a service desk ticketing and asset management system to resolve issues in accordance with pre-defined SLA’s.

· Answer incoming IT support-related calls from the staff and aim to resolve these tickets over the phone or teams.

· Manage and resolve user tickets received via email.

· Provide deskside support to end users.

· Setup and maintenance of end user computer and peripheral equipment.

· Administration of user accounts.

· Maintain software in association with patching and environment management.

· Provide recommendations for new software / hardware.

· Microsoft Office 365 Account Setup, Support, Password Resets etc.

· Windows 10; PC Laptop, Desktop and Mobile Device support.

· MacOS; MacBook support.

· Collaboration tools including Microsoft Teams.

· Remote support toolsets.

· Routine maintenance tasks including but not limited to network, Windows and MacOS.

· Routinely engage and collaborate with external partners.

· Provide on-call support for emergency business-critical IT related issues.

Education and Experience

• An associate degree in an information technology related field or equivalent experience.
• 1-2 years of experience in a helpdesk, desktop or network related role.
• Windows Server knowledge preferred.
• Experience with Azure and other Microsoft products preferred.
• Certifications in Azure, PC hardware and network preferred.

Knowledge, Skills, and Abilities

• Strong communication and analytical reasoning skills Excellent verbal and written communication skills.
• Excellent knowledge of PC’s and Microsoft Office applications.
• Extremely detail oriented and able to complete tasks in a timely manner.
• Ability to effectively manage multiple issues/tasks and meet deadlines.
• Ability to be discreet and maintain confidentiality.
• Ability to perform short and long-range planning.
• Ability to work well with ever changing priorities and or situations.
• Excellent trouble shooting and diagnostic skills.

Physical Demands and Work Effort

• Regularly required to sit, stand, walk, bend and lift objects up to 25 lbs.
• Constant mental and/or visual attention; the work is either repetitive or diversified requiring constant alertness in the environment.
• Compliance with company attendance standards
• FLSA status: Salaried

Job Type: Full-time

Pay: $20.00 - $25.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Vision insurance

Experience level:

• 1 year

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• On call

Work Location: In person