Helpdesk Analyst
About The Position
The IT Helpdesk Support Analyst provides first-level technical support to end users of Timber Products’ computer systems across all company facilities. The position supports and maintains the operation of computer workstations, monitors, phones, printers, handheld devices, and related hardware and software in a Windows environment. The analyst receives and logs helpdesk tickets, resolves common issues, and engages other IT staff when issues require additional expertise. Support is delivered remotely and in person, with an emphasis on courteous customer service and resolution within established service level agreements. The role also assists with device provisioning, inventory and purchasing processes, and participates in an after-hours on-call rotation.
Responsibilities
- Receive and document user problem calls and inquiries; diagnose, troubleshoot, and resolve desktop software and hardware issues.
- Contact appropriate IT staff to address more complex queries involving other systems.
- Resolve customer problems remotely using remote control software, account management, and other tools; provide desk-side support when remote assistance is impractical.
- Provide customer service, research reported problems, communicate with users, and work toward timely and appropriate resolutions in compliance with service level agreements.
- Assist with setup and provisioning of computers, laptops, tablets, and associated software.
- Provide technical support for desktops, printers, phones, network, video conferencing, and mobile devices.
- Identify and remediate workstations infected with malicious code.
- Assist with support for handheld and forklift-mounted inventory scanner hardware and software.
- Assist with setup, provisioning, and troubleshooting of cellular phones and associated software.
- Assist with maintenance of the inventory tracking system for IT hardware and software.
- Assist with requisitioning, receipt, and deployment of new and replacement software and hardware.
- Create, track, and submit monthly departmental purchase card documentation, ensuring purchases are accurately entered and coded in the IT budget.
- Participate in an on-call rotation with other IT employees to provide after-hours support.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
