Help Desk Analyst

Cook Systems • Memphis, TN

19d • Onsite

About The Position

The Technical Support Specialist provides first-level, second-tier technical support to end-users for hardware and software issues on desktop computers across the organization. This role involves direct customer interaction and technical assistance for computer systems, software, and hardware.

Requirements

• Excellent written and verbal communication skills.
• Ability to process complex verbal and written instructions.
• Exceptional customer service skills.
• Minimum of 3 years of experience in a service desk support role.
• Proficiency in working within a Microsoft Azure AD (Entra ID) environment.
• Experience in supporting Office 365 applications and MS Intune for Endpoint Device Management.
• Expertise in supporting mobile device platforms, including Apple iOS and mobile applications.
• Competence in supporting MacOS and Apple devices.
• Thorough knowledge of current desktop computer operating systems, particularly Windows.
• Ability to set up and configure computers and printers in a network environment.
• Understanding of PC and laptop hardware components to ensure optimal utilization and functionality.
• Skills to support desktop printers (e.g., Lexmark, Xerox, HP) and a broad range of desktop peripherals (e.g., modems, storage devices, scanners).
• Proficiency in desktop applications, particularly MS Word, Excel, PowerPoint, Outlook, desktop utility software, and desktop management tools.

Responsibilities

• Deliver first-level, second-tier technical support for end-users, focusing on hardware and software for desktop computers.
• Provide technical assistance for incoming requests and issues related to computer systems, software, and hardware.
• Collaborate with IT teams to troubleshoot and resolve escalated incidents.
• Identify support needs, diagnose, and resolve hardware and software issues in collaboration with stakeholders.
• Manage all endpoint installations and configurations.
• Assist in maintaining and updating inventory of computers and related peripherals.

Benefits

• Choose from two comprehensive medical plans through Blue Cross Blue Shield, with dental and vision coverage included.
• Protect what matters most with life, critical illness, and accident insurance through Unum—because your family’s security matters.
• Plan ahead and save with a Flexible Spending Account and Daycare FSA through Navia, helping you manage healthcare and dependent-care expenses your way.
• Our Health Gap Insurance through Sun Life helps cover unexpected costs, so you’re never caught off guard.
• Build your future with our 401(k) plan through The Standard. You’re eligible after just six months—because long-term success deserves a strong foundation.

What This Job Offers

• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees