Help Desk Analyst - CORP

Montage International • Irvine, CA

2d

About The Position

The Help Desk Analyst provides efficient, courteous technical assistance to Montage International end users. The role receives, prioritizes, documents, and resolves support tickets professionally and proactively. It requires strong technical knowledge and the ability to communicate effectively with users of varying technical proficiency. Support is provided through the ticketing system, phone queue, and email, and may include travel to hotel sites for on-site IT support.

Requirements

• Excellent understanding and troubleshooting ability with Microsoft Office (Outlook, Word, Excel, and PowerPoint), Windows 10, and Windows Server 2016 or higher.
• Aptitude and willingness to learn new technologies as required.
• Solid understanding of Help Desk ITIL processes and best practices.
• Strong communication, customer service, and problem-solving skills.
• Attention to detail.
• Excellent verbal and written communication skills, whether by phone, computer, or in person.
• Availability to work weekdays, evenings, and weekends.
• Ability to travel occasionally to various hotel sites.

Nice To Haves

• CompTIA A+, CompTIA Network+, or related certifications.

Responsibilities

• Serve as an initial point of contact for IT-related requests through the ticketing system, phone queue, and email.
• Create incident tickets and route them to the appropriate support groups.
• Assist end users with Microsoft Office products, Windows 10, Mac OS, basic network connectivity, email, printers, scanning, and fax.
• Use Windows Server 2016 or higher, Active Directory, Azure, and Office 365 for account and email management, password resets, and account lock or unlock requests.
• Adjust file and folder permissions on Windows Server and Microsoft 365-based file services.
• Document ticket resolutions and create how-to information and training materials.
• Move and set up IT equipment, including desktops, monitors, desk phones, servers, and cables.
• Document physical equipment inventory by intake, outtake, and out-of-service status.
• Travel occasionally to hotel sites to assist local IT teams.

What This Job Offers

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