Analyst, IT Help Desk

WinShape Foundation•Rome, GA

About The Position

The Analyst, IT Help Desk provides front-line and escalated technical support to WinShape Foundation staff, prepares and deploys computers and peripherals, maintains endpoint management systems, and assists with systems administration and IT projects. The position supports more than 400 users across software, hardware, and telecommunications issues, including seasonal technology needs for camp staff. It reports to the Senior Manager, IT Systems Lifecycle. WinShape Foundation is a Biblically based Christian nonprofit organization whose ministries provide summer camp, foster care, team and leader development, college student discipleship, and marriage enrichment experiences.

Requirements

Associate’s or Bachelor’s degree in IT, Computer Science, or a related field, or equivalent work experience.
Working knowledge of Windows and MacOS.
Fundamental understanding of wired and wireless networking, printing, and common endpoint troubleshooting.
Experience with or ability to learn Microsoft 365 administration and support.
Experience with endpoint deployment, device management, software deployment, and remote support tools.
Ability to quickly learn new systems and processes.
Strong organizational and coordinating skills, with the ability to prioritize tasks.
Ability to communicate effectively, both orally and in writing.
Ability to work independently and as a strong team player under time pressures without loss of poise, grace, or humor.
Seasonal travel required to support WinShape Camp offices.
Occasional travel to support center or remote offices as needed.

Nice To Haves

Two years of relevant technical support, help desk, computer deployment, or repair experience preferred; relevant education, certifications, internships, or demonstrated technical proficiency may substitute for professional experience.
Familiarity with MDM tools such as Mosyle, Intune, or PDQ.

Responsibilities

Provide help desk support to staff of more than 400 users for software, hardware, and telecommunications issues.
Set up and deploy new computers and peripherals, including managing MDM tools that automate deployments.
Coordinate seasonal technology requirements with camp staff; prepare, deploy, support, collect, inventory, and store seasonal-use computers and related equipment.
Install and support software.
Perform various system administration tasks.
Help plan and execute projects as needed.
Troubleshoot backup, network, telecommunications, and printing/scanning environments initially, escalating issues when needed.
Perform or assist with software and hardware installations, including laptops, desktops, peripherals, multifunction printers, network equipment, telecommunications equipment, and Windows and MacOS systems.
Document, prioritize, troubleshoot, escalate, and resolve support requests through the help desk ticketing system; maintain accurate notes and communicate status to users through resolution.
Create and maintain technical documentation, troubleshooting procedures, deployment instructions, and end-user knowledge articles.
Perform other related duties as directed by the Senior Manager, IT Systems Lifecycle.