Helpdesk Analyst

Wellington Steele and Associates•Rochester, NY

16d•$40,000 - $55,000

About The Position

The Help Desk Administrator position is primarily responsible to ensure all employees’ help desk related concerns are attended to on a timely basis and to assist with the company’s internal and external IT infrastructure and processes. She/he will interface with all departments and all levels of management on a daily basis.

Requirements

Strong technical skills with PC’s
Ability to explain technical concepts to non-technical users with approachability and empathy
Experience with installing and troubleshooting hardware and software issues.
Basic understanding of networking concepts and protocols (DHCP, DNS, TCP/IP)
Strong knowledge of Microsoft Office products, Windows 7,8 and 10 Operating Systems.
Experience and knowledge with email system fundamentals.
Experience with Wi-Fi technology and standards.
Excellent communication, time management and organizational skill with strong attention to detail.
Ability to solve problems and interpret variables in situations where only limited standardization exists
Ability to learn and support new applications
Self-motivated and able to work without direct supervision or as part of a team.

Nice To Haves

A+, Net+ or MCP certifications are a plus.

Responsibilities

Provide tier 1 and tier 2 support and troubleshooting for end-users, using internal ticketing system to track work and escalate when appropriate
Provide internal end-user support and training for Windows-based desktops, software and peripherals
Generate and update support documentation
User on-boarding and off-boarding
Diagnose and resolve basic network support requests, such as connecting an end user device to an SSID, checking for a valid IP address or ethernet connectivity.
Ability to evaluate new technology for compatibility with current system, processes and procedures
Workstation life-cycle management, including deployment, upgrades, maintenance and decommissioning
Maintains asset tracking and IT inventory
Basic system administration and monitoring of Windows workstations and Windows servers, both virtual and physical
Assist with application, hardware or system rollouts as needed