Help Desk Analyst - Tier 1 Support

Polar Beverages • Town of Glenville, NY

1d • Onsite

About The Position

The ideal candidate starts with a good understanding of operating systems and application support, basic but solid networking (DHCP, DNS, TCP/IP, Windows Domains, and M365), good people skills and a solid work ethic. The position involves multiple daily interactions with associates from various departments, managing work from a ticketing system and being a responsible, credible source of assistance to professional staff.

This is an in-office position, remote work will not be considered

Requirements

• Experience with troubleshooting and advanced knowledge of computers, operating systems, printers, network connectivity, mobile and wireless devices, copiers, and scanners.
• Expertise with Microsoft Windows and Office products in a Windows Domain.
• Good listening, written and oral communication skills with the ability and interest in delivering exceptional customer service.
• Problem solving skills and ability to cope with new and different problems.
• Self-initiative and motivation to work without requiring strict supervision.
• Ability and desire to learn new skills quickly in a stressful environment.
• Valid driver’s license and own transportation.
• Travel is required. Work overtime or on-call as needed.

Responsibilities

• Provide first-line support for a wide variety of trouble tickets related to computers, software, hardware, phones, peripherals, wireless devices, A/V equipment, and anything else technical in nature. Respond either in-person, remote control, or by driving to our sites.
• Build and prepare desktop images to automate and simplify desktop management.
• Manage Active Directory accounts, basic o365 mailbox issues, Windows image creation and maintenance.
• Escalate unresolved or complex issues to Tier 2 or Systems Administration teams with relevant context.
• Maintain IT assets and inventory.
• Participate in company information security efforts, policy and process documentation, equipment inventory, service availability, system up-time, network availability and other initiatives to improve the department.
• Follow up with associates to ensure issue has been resolved for high level satisfaction and work with other team members and escalate when required.
• Participate in an on-call schedule.
• Assist coworkers with related duties and projects as needed. Projects and duties may require work outside of normal working hours.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed