Help Desk Analyst

Lutheran Services Carolinas•Salisbury, NC

3d•$26•Onsite

About The Position

The Help Desk Analyst is responsible for diagnosing and troubleshooting tickets that are assigned and/or escalated to them. The Help Desk Analyst will also escalate tickets to engineering when necessary.

Requirements

Education: 2-year degree; or equivalent work-related experience in IT or business administration.
Experience: Minimum 2 years of experience in an IT-related and/or customer service field.
Specific skills/abilities: Proficiency with computers and familiarity with LSC’s current software programs and Microsoft Office products.
Ability to clearly communicate verbally and in writing with appropriate phrases and emphasis.

Nice To Haves

A+ certification
4-year degree in computer related field

Responsibilities

Provide remote support to end users and teammates to troubleshoot and diagnose IT issues.
Make outgoing calls or answer incoming calls to provide IT support and gather information.
Open, update, manage, and effectively communicate end-user tickets in accordance with LSC policies using the ticketing system, email, or phone.
Install approved applications on local workstations.
Unlock, reset, create, modify, and terminate user and computer accounts using approved tools.
Assist with multifactor authentication setup for VPN and email on mobile devices.
Identify and troubleshoot basic network-related issues based on established procedures and escalate to engineering when necessary.
Image, re-image, repair, and deploy workstations, printers, and related hardware in accordance with LSC IT standards.
Perform hardware repairs on LSC workstations and peripherals.
Install and test high availability solutions on computers as needed.
Install and support new hardware rollouts, including workstations and related peripherals.
Maintain accurate inventory records for computers, workstations, warranties, and related equipment.
Enforce policies for recycling and proper disposal of IT equipment, including tracking replacement cycles.
Assist with report writing as needed.
Use DX tools to assess and monitor computer systems.
Assist with teammate education and enforcement of IT-related policies.
Add, remove, and modify printers and drivers using approved administrative tools.
Manage mobile devices using MDM tools.
Troubleshoot electronic faxing issues.
Back up the security technician with security-related turnovers from vendors.
Demonstrate familiarity with applications within the Microsoft Admin Center
Use pre-existing PowerShell scripts as required
Order, ship, and track computer equipment and related IT assets appropriately
Maintain a basic understanding of the current content management system
Assess, monitor, and troubleshoot phone system issues and implement approved changes based on teammate requests
Communicate technical issues effectively to non-technical users
Interface with other IT staff to ensure IT standards are implemented and maintained
Source hardware solutions that meet company standards at the best value
Liaison with outside vendors for disposal of unused IT equipment
Perform other duties as assigned by the IT Help Desk Manager