What are the responsibilities and job description for the Help Desk Analyst (On-Site) position at Oakwood Systems Group Inc.?
Job Description:
- Provide Level 1 technical support.
- Provide friendly, courteous, and quality systems support to all users.
- Assist with advanced troubleshooting for special projects assigned by Helpdesk Supervisor.
- Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems (i.e., software, hardware, phones, mobile devices, and client specific applications).
- Assist users with various firm application support systems; Microsoft products including Office 365, iManage, Aderant and Power PDF and others.
- Assist with inventory control and tracking of IT assets throughout the firm.
- Perform employee office moves relating to IT.
- Image new computers and configure them for deployment to members.
- Manage Audio/Visual setups including conference calls and WebEx/Teams/Zoom events.
- Manage IT resources calendar for availability of A/V equipment and Mobile Hot Spots.
- Participate in an on-call after hours schedule for emergency assistance when needed.
Skills Needed:
- Strong customer service and communication skills.
- Advanced knowledge in Microsoft Office 365 (i.e., Word, Excel, PowerPoint, Access).
- Knowledge of Android and iPhone device setup and troubleshooting.
- Intermediate knowledge of Windows 10 and Operating Systems.
- Knowledge of VPN and VMWare Horizon connectivity principles.
- Working knowledge of Active Directory and user account changes.
- Working Knowledge of Microsoft Teams including Teams voice and video conferencing.
- Technical aptitude with strong PC literacy skills.
- Strong problem-solving skills and decision-making ability.
- Ability to learn and apply technical information in a fast-paced, demanding work environment.
- Flexibility to accommodate helpdesk hours of operation, including participating in after-hour on-call schedule.
- Strong enthusiasm and desire to learn.
- Work well in a team environment.
- At least one year’s experience in a Call Center/Helpdesk position.
- Minimum of associate’s degree in computer technology or business-related degree or equivalent experience.
- Preferred: A Certification.
- Preferred: Certification as Microsoft Office Specialist.