Help Desk Analyst

McCoy Corporation•San Marcos, TX

2d•Onsite

About The Position

Provide quality technical support for Point of Sale Hardware, PC Hardware and PC Software to internal customers. Provide first level support for LAN and WAN equipment to all locations.

Requirements

High school diploma or general education degree (GED); or six months to one-year related experience and/or training; or equivalent combination of education and experience
Ability to read and comprehend simple instructions, short correspondence, and memos
Ability to average typing between 32 and 38 words per minute.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to compute rate, ratio, and percent and to draw and interpret bar graphs
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to deal with problems involving several concrete variables in standardized situations
Ability to utilize and maintain a strong working knowledge of PC and laptop hardware, MAC21, Windows 10 Operating Systems, MS Office 0365 (Excel, Word, PowerPoint, Access, Outlook), Sharepoint, Remote Access, and basic LAN Architecture and other 3rd party software applications at an intermediate-to-advanced level
Must maintain regular and acceptable attendance at such level as is determined by management
Must be regularly available and willing to work 8 hours per day, 40 hours per week, or such other hours per day or hours per week as the employer determines are necessary or desirable to meet business needs
Must be available and willing to work such overtime per day or per week as the employer determines is necessary or desirable to meet business needs
Must be available and willing to work such weekends and holidays as the employer determines are necessary or desirable to meet its business needs
This position will provide on call support for afterhours service on a rotating basis, including Saturdays, and adhere to the McCoy on-call coverage guidelines

Responsibilities

Provide professional technical support to corporate and store employees over the telephone, via email and in person
Completes the installation, testing and setup of PC equipment in workstations
Provide technical support for computers, peripherals and hardware to include replacing hardware and cabling in workstations
Provide technical support and maintenance for corporate headquarters and store printers, copiers and fax machines
Research, resolve and respond to technical problems and questions to all users
Document all calls in our call tracking system
Escalate and notify proper individuals through established guidelines when unable to resolve an issue/problem at the first level
Assist supervisor in additional projects and reporting
Exercise proper phone etiquette and excellent communication skills
Participate in off-hour support rotation backup schedule, which can require some Saturday coverage in the case that the regularly scheduled Saturday person is unable to fulfill their duties for the day
Keep up-to-date with procedural and technology changes in the company
Actively participate in team weekly meetings and projects