What are the responsibilities and job description for the Help Desk Anlayst position at GDH?
Role Summary
This on-site Desktop Support role involves delivering comprehensive application and hardware support services to business users. The position requires troubleshooting PC, network, phone, printer hardware and software issues, as well as supporting mobile devices and handheld technology. The successful candidate will play a vital part in technology refresh projects and serve as the primary point of contact for IT-related problems, ensuring efficient resolution and seamless user experience.
Responsibilities
- Provide in-person, desk-side, and remote technical support to end users.
- Troubleshoot hardware and software issues on desktops, laptops, printers, and mobile devices.
- Assist with imaging and deploying desktops and laptops using PXE and other tools.
- Maintain asset management records and hardware/software inventories.
- Support organization-wide application maintenance and updates.
- Manage tickets efficiently using ITIL-focused tools; experience with IVANTI is a plus.
- Coordinate problem resolution activities with internal IT teams and external vendors.
- Ensure compliance with IT security policies and standard procedures.
- Support and troubleshoot remote access tools like Remote Assistance and Remote Desktop.
- Contribute to technology refresh projects and implement hardware/software upgrades as needed.
Qualifications
- Bachelor’s degree in Information Technology or related field, or an Associate’s degree with 3-5 years of relevant experience.
- Strong customer service, interpersonal, and communication skills.
- Proven ability to prioritize tasks and adapt to changing technology environments.
- Experience with ITIL-based ticket management systems.
- Hands-on experience with desktop/laptop imaging and hardware support.
- Knowledge of MS Office 365, Microsoft Teams, Windows 10, Edge, Internet Explorer, Active Directory, Citrix, and remote support tools.
- Familiarity with HP desktops/laptops, multi-function printers, iPhone support, and PXE imaging.
- Ability to work independently and efficiently handle IT support requests.
- Must have the legal right to work in the country and be able to work on-site.
Publishing Pay Range: $20.00 - $27.00 Hourly
This position is based in office and requires employee to work on-site.
Salary : $20 - $27