Help Desk Analyst II

Acme Brick Company•Fort Worth, TX

About The Position

Help Desk Analyst II FLSA Status: Non Exempt - Hourly Acme Brick Company (a Berkshire Hathaway Company) has been operating for 130 years in 13 states in the south central/south eastern United States. Our vision is to be THE trusted materials solution for enduring beauty, safety, and strength in building communities. Our associates are our greatest asset and we strive to be a great place to work every day. Summary We are seeking a “best in class Help Desk Analyst III to support existing internal network/computer users. The ideal candidate will have advanced knowledge of all hardware, software and network components used by the company. Not only will your efforts allow us to achieve organizational efficiency, you will nurture the pleasant work environment our people love. Essential Duties and Responsibilities (other duties may be assigned) . This is a safety sensitive position Manage and support user-assigned hardware, software, printers, email and user accounts. Support can be provided via telephone, email, in-person visit, or remotely with remote support tools. Update/Manage Help Desk tickets in a timely manner, with associated information pertaining to the full life cycle of the support call/email/in-person. Manage user account updates/password resets Manage and support hardware/software for conferencing rooms and products. Tier 3 Help Desk support, involved with a variety of Help Desk, desktop, telephone and remote support. Work with Telephony vendors in support of phone and mobile solutions. Develop and maintain documentation pertaining to areas of support, ensuring compliance with company policies and procedures. Manage ticketing system (Cherwell) from beginning to end. Support/Use End Point Management solution (e.g., SCCM or alternatives) Provide associate support for various applications and remote access. Travel Requirement: Light travel, up to 5-10%, depending on departmental objective. Local and overnight travel as required via automobile, plane, and/or train.

Requirements

Advanced Knowledge of Windows Desktop Operating Systems and Microsoft Office Suites
Advanced Knowledge PC hardware and software
Advanced Knowledge of remote support and VPN
Advanced Knowledge of imaging software and Active Directory
Advanced Knowledge of Helpdesk ticketing software
Must have the ability to resolve 90%+ PC related Help Desk tickets without escalation.
Integrity
Customer Service Orientation
Teamwork
Relationship Building
Quality Focused
Associates degree, Technical degree, or at least 5 years of relevant experience.

Responsibilities

Manage and support user-assigned hardware, software, printers, email and user accounts.
Support can be provided via telephone, email, in-person visit, or remotely with remote support tools.
Update/Manage Help Desk tickets in a timely manner, with associated information pertaining to the full life cycle of the support call/email/in-person.
Manage user account updates/password resets
Manage and support hardware/software for conferencing rooms and products.
Tier 3 Help Desk support, involved with a variety of Help Desk, desktop, telephone and remote support.
Work with Telephony vendors in support of phone and mobile solutions.
Develop and maintain documentation pertaining to areas of support, ensuring compliance with company policies and procedures.
Manage ticketing system (Cherwell) from beginning to end.
Support/Use End Point Management solution (e.g., SCCM or alternatives)
Provide associate support for various applications and remote access.