Helpdesk Analyst

Demonstrates the ability to handle multiple employee/user requests with different priorities and deadlines Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware Respond to queries either in person or over the phone Acts as an escalation point for vendors and managed service provider Maintain daily performance of computer systems Respond to email messages for employees/users seeking help Walk employees/users through problem-solving process Install, 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 systems Follow up with employees/users to ensure issue has been resolved Run reports to determine malfunctions that continue to occur Must be able to sit for extended periods of time Requirements Working knowledge of Microsoft Office 365 and Microsoft Teams Expert understanding of desktop computer hardware and the Windows 10 operating system Explaining and walking end users through setting up PC hardware Experience with transferring data and profile information to new PC hardware Experience 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 devices Experience with remote troubleshooting of software, hardware, printers, and networking