Helpdesk Analyst

Siffron•Rockford, IL

1d•Onsite

About The Position

The Helpdesk Analyst will serve as the first point of contact to end users, delivering exceptional technical support, and ensuring a positive experience. The Helpdesk Analyst will be responsible for troubleshooting, including break/fix support, and assisting network administrators and applications personnel. Key responsibilities will include documentation, tracking, and follow-up on all help desk calls, as well as assisting the network administrators with all hardware and infrastructure deployments.

Requirements

Bachelor’s Degree (or obtaining) in computer related field, or comparable hands-on experience with computer networks.
2 - 3 years with remote PC troubleshooting (Phone/Remote Control)
2 - 3 years PC hardware configuration, installation and troubleshooting.
Windows desktop operating systems and MS Office.
Windows Server Administration (DNS, DHCP, Group Policies, Windows Updates)
IP Telephony Administration
Active Directory administration (Account Creation/Deletion, Password changes, Group Membership, etc.).
Security and Antivirus Software
Familiarity with networking technologies.
Strong people and interpersonal skills.
Excellent oral and written communication skills.
Ability to multi-task and prioritize duties and objectives.
Strong planning and time management skills.
Experience working in a fast-paced environment.
Ability to work independently with a minimum of day-to-day direction.
Ability to represent the company in a professional manner.

Responsibilities

Serve as point of contact with help desk tickets and requests (via phone calls and/or emails) for employees seeking technical assistance
Effectively and accurately document incidents, requests, and resolutions within ticketing system
Ensure requests for technology services and support are properly recorded, assessed, prioritized, addressed timely and properly escalated.
Build strong internal customer relationships by addressing issues with the proper level of urgency.
Develop a trusting relationship with the application development and network administration personnel by becoming the first line of support for business applications and infrastructure tools.
Configure, install, troubleshoot, and repair PC and hardware.
Troubleshoot Microsoft 365 and other business applications.
Utilize remote tools and resources to solve issues effectively and efficiently.
Contribute to internal knowledge to improve service delivery and efficacy.
Contribute to the design of network architecture, integration and installation.
Work closely with network administrations to maintain software/LAN/WAN/wireless security and integrity.
Provide ad hoc report writing support and training for other departments.
Other duties as assigned.