Helpdesk Support Analyst

TEKsystems•Happy Valley, OR

3d•$22 - $25•Onsite

About The Position

The Helpdesk Support Analyst responds to, resolves, or escalates IT related issues raised via ticket system, chat, phone or walk up related to desktop, laptop, printer, VPN, telecom, and proprietary applications. This role involves installing or reconfiguring appropriate desktop hardware and peripherals, software, operating systems, network components, and telecommunications equipment. The analyst will accurately process employee onboarding/offboarding and account changes via Active Directory and G-Suite, and participate in ordering, receiving, configuring, and deploying new desktop and laptop computers. Additionally, the role includes processing the decommissioning of hardware after offboarding, assisting in researching accessories and supplies, managing and tracking company assets, and assisting IT with project work such as enterprise-wide systems changes and software updates, writing and updating knowledgebase articles and process documents. Other duties as assigned.

Requirements

Must have a strong technical aptitude and must be a quick learner with the ability to understand workflow capability and constraints
Excellent communication skills, both oral and written
Strong organizational and time management skills with the ability to work independently
Working technical knowledge of current IT protocols, operating systems, and standards
Excellent technical knowledge of PC’s, printers and desktop hardware
Excellent customer service skills
Desire to learn, improve performance, and ask questions
Ability to maintain professional demeanor under stress
Ability to operate effectively in a team environment with both technical and non-technical team members

Nice To Haves

Associates degree in computer science, computer information systems or a related field experience may be considered in lieu of expereince
1-3 Years Experience in Tier 1 Service Desk role
Proficiency in ADs/G-Suite/MS Office/Slack/Zoom/VPN/Asset management/VoIP
Computer config and deploy

Responsibilities

Responds to, resolves, or escalates IT related issues raised via ticket system, chat, phone or walk up related to desktop, laptop, printer, VPN, telecom, and proprietary applications.
Escalate issues and coordinate referrals to appropriate personnel as necessary and notify stakeholders of status updates and ticket closure.
Install or reconfigure appropriate desktop hardware and peripherals, software, operating systems, network components, and telecommunications equipment.
Accurately process employee onboarding/offboarding and account changes via Active Directory and G-Suite.
Participate in ordering, receiving, configuring, and deploying new desktop and laptop computers to end users.
Process decommissioning of hardware after offboarding.
Assist in researching accessories and supplies.
Responsible for managing and tracking company assets using multiple tools.
Assist IT with project work such as enterprise-wide systems changes and software updates, writing and updating knowledgebase articles and process documents.
Other duties as assigned.