Help Desk Analyst (Onsite/ In-Office)

James Perse Los Angeles•Marina del Rey, CA

79d•Onsite

About The Position

Through the role modeling of company behaviors, the help desk analyst is responsible for providing technical assistance and support to users with IT related issues.

Requirements

A minimum of two years of experience working in an IT or call center department (or a combination of both).
Strong understanding of PCs and peripherals in a networked environment.
MS Windows 10 and Mac OSX support experience.
LAN support experience, including Ethernet, TCP/IP, DHCP, and DNS.
Strong working knowledge of MS Office Suites 2010, 2016 and 365.
Experience using and supporting iPad and iPhone devices in corporate environments.
Remote access support experience.
Excellent interpersonal skills, including verbal and written communication, superb listening and follow-up abilities.
Exceptional organizational skills.
Ability to read, write and speak English including speaking to groups of varying sizes.
Ability to work with mathematical concepts such as probability and statistical inference
Must be proficient in MS Office products including: Word, Excel, Outlook, Power Point.

Nice To Haves

CompTIA A+ or MCP certification preferred, but not required.
Experience with Teamwork POS or Shopify POS preferred, but not required.
Knowledge of Full Circle ERP desired, but not required.

Responsibilities

Provide first-tier computer and software support to users on-site and via telephone with a positive, friendly attitude while providing outstanding customer service.
Provide timely response and follow-up to all support calls.
Record daily updates and tracking information.
Perform PC setup and maintenance, including operating system and software installation.
Perform network connection troubleshooting to isolate and resolve problems.
Perform maintenance and administration of PC based applications including anti-virus software, and other department-specific applications.
Catalog and maintain PC and laptop hardware, software and warranty inventory.
Document and update all IT support processes on a continual basis.
Provide weekly status report on open and resolved issues.
Maintain confidentiality with regard to the information being processed, accessed, or stored.
Handles moves/adds/changes of endpoints, networking equipment, and associated cabling.
Drive vehicle/travel to other offices/locations to pick up, deliver, and store computer equipment as needed or assigned.
Perform any other duties related to Information Technology as assigned.