Help Desk Analyst
About The Position
Pursuit Aerospace is a global manufacturer of complex aircraft engine components focused on continuous operational improvement, customer service, quality, and on-time delivery. The Help Desk Analyst supports applications, infrastructure, and end-user systems throughout the multi-site organization, including phone support for company employees worldwide. The position is located at 23555 Euclid Avenue, Cleveland, Ohio 44117, with work hours of 7:30 am to 4:00 pm. The role includes installing PC hardware and software, handling end-user onboarding and deboarding, troubleshooting network and hardware issues, assisting with server maintenance and upgrades, participating in projects, completing hands-on tasks assigned by information systems staff, and maintaining user and technical documentation. The analyst is expected to support the entire business through the I.T. shared services approach when applicable. The position may require other related duties as assigned. Work takes place at a desk and computer as well as in a manufacturing plant, where personal protective equipment is required on the shop floor.
Requirements
- Associate's degree in computer science, information technology, or a related field.
- At least 2 years of experience working in IT.
- Fluent English reading, writing, and speaking skills.
- Authorized to work in the U.S. on a full-time basis without sponsorship now or in the future.
- Able to perform work subject to ITAR/EAR regulations.
Nice To Haves
- Bachelor's degree in computer science, information technology, or a related field.
- Experience with help desk ticketing systems such as ServiceNow, Zendesk, Freshservice, Jira Service Management, Invgate, or Solarwinds Web Helpdesk.
- Experience with remote support tools such as LogMeIn Rescue, NinjaOne, TeamViewer, ConnectWise, Zoho Assist, Splashtop, or BeyondTrust Remote Support.
- Ability to read and interpret technical instructions and follow work instructions, especially checklists.
- Skill in writing technical solutions and providing help desk ticket updates.
- Energetic, organized, and detail-oriented.
- Highly developed interpersonal skills and ability to work well in a team-based environment.
- Customer-focused and pragmatic problem solver.
- Ability to work independently with minimal supervision.
- Technically inclined in modern computer systems.
Responsibilities
- Provide phone support for company employees worldwide for a portion of the day.
- Install PC hardware and software.
- Perform onboarding and deboarding duties for end users.
- Assist with network and hardware troubleshooting.
- Assist with preventative maintenance and upgrades on servers.
- Help facilitate and participate in project-related work.
- Perform hands-on tasks determined by the information systems staff.
- Assist in updating user and technical documentation.
- Support the entire business through the I.T. shared services approach when applicable.
- Follow other instructions and perform other related duties as assigned by the supervisor.
Benefits
- Health insurance
- Disability insurance
- 401(k) match
- Flexible spending accounts
- Employee assistance program (EAP)
- Paid time off
- Company-paid holidays
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
