Help Desk Technician/analyst II

Help Desk Technician/Analyst II

We are seeking a Help Desk Technician/Analyst to provide application and desktop support services. The selected candidate will serve as the initial point of contact for troubleshooting all IT-related problems, including issues with PCs, networks, phones, printers, and mobile devices. This role involves participation in technology refresh projects and delivering in-person, desk-side, and remote support to business users, requiring effective and professional communication.

Key Responsibilities

• Provide comprehensive application and desktop support services.
• Troubleshoot hardware and software for PCs, networks, phones, printers, mobile devices, and handhelds.
• Participate in technology refresh projects.
• Deliver in-person, desk-side, and remote support to business users.
• Serve as the single point of contact for end-users, coordinating resolution activities with all involved parties.
• Perform asset management tasks and maintain hardware and software applications.
• Adhere to standard IT processes, procedures, and security policies.

Required Qualifications

Education: A Bachelor's degree in Information Technology, or an Associate's degree combined with 3-5 years of relevant experience.

Experience: Proven experience in a desktop support role, including desktop/laptop imaging and hardware/software maintenance.

Technical Skills: Proficiency with MS Office 365, Microsoft Teams, Windows 10, Edge, Internet Explorer, Active Directory, Citrix, Remote Assistance/Remote Desktop, and supporting HP desktops/laptops, iPhones, and multi-function printers. Experience with PXE for imaging computers is also required.

General Skills: Possesses customer service, interpersonal, and communication skills. Demonstrates prioritization abilities and the capacity to adapt to and learn new technologies.

Preferred Qualifications

• Experience with ITIL-focused ticket management tools, such as IVANTI.

We are an equal opportunity employer and welcome applications from all qualified candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.