Helpdesk Analyst

Demonstrates the ability to handle multiple employee/user requests with different priorities and deadlinesProvide technical assistance and support for incoming queries and issues related to computer systems, software, and hardwareRespond to queries either in person or over the phoneActs as an escalation point for vendors and managed service providerMaintain daily performance of computer systemsRespond to email messages for employees/users seeking helpWalk employees/users through problem-solving processInstall, modify, and repair computer hardware and software (must be able to move/lift equipment up to 50 lbs.)Run diagnostic programs to resolve problems.Resolve technical problems remotely with Local Area Networks (LAN), Wide Area Networks (WAN), and other systemsFollow up with employees/users to ensure issue has been resolvedRun reports to determine malfunctions that continue to occurMust be able to sit for extended periods of timeRequirements

Working knowledge of Microsoft Office 365 and Microsoft TeamsExpert understanding of desktop computer hardware and the Windows 10 operating systemExplaining and walking end users through setting up PC hardwareExperience with transferring data and profile information to new PC hardwareExperience with patch management systems (Quest KACE experience preferred, but not required)Mobile Device Management experience (MaaS360 experience preferred, but not required)Working with Android and iOS mobile devicesExperience with remote troubleshooting of software, hardware, printers, and networking