IT Help Desk Support Analyst I

Accuserve Solutions Inc•Dayton, OH

2d•$50,000 - $55,000

About The Position

The IT Help Desk Support Analyst I provides front-line technical support to staff for company-supported applications and systems. The role troubleshoots hardware, software, and user access issues, identifies root causes, recommends resolutions, and documents solutions. The Analyst also supports application projects and helps improve IT services and processes. The position includes creating and maintaining user accounts, installing hardware and software, maintaining the company computer imaging solution, and researching, testing, and implementing software updates. The Analyst collaborates with staff and technology teams, provides training and orientations, and participates in an on-call rotation for after-hours support. Remote workers must have reliable high-speed home broadband of at least 25 Mbps download and 10 Mbps upload, with the ability to connect by Ethernet cable.

Requirements

Associate degree in computer science or a related field, and/or an equivalent combination of education and experience.
Proficiency with Microsoft operating systems, including Windows 10 and 11.
Experience with Microsoft Office Suite, Microsoft Exchange, Outlook, Microsoft administration, and Microsoft Back Office.
Knowledge of Active Directory, Group Policy configuration, and basic domain administration, including user maintenance.
Ability to configure and set up PCs, laptops, and tablets for domains.
Ability to support printers, scanners, and all-in-one devices.
Ability to support mobile devices, including iPhones, Android phones, iPads, and tablets.
Knowledge of VPN and remote access, and ability to configure and support terminal servers.
LAN knowledge.
Change management skills.
Ability to use technology devices, software, and applications; basic computer skills required.
Advanced problem-solving and root cause analysis skills.
Excellent verbal, written, and electronic communication and customer service skills.
Strong interpersonal skills and ability to handle conflict professionally and courteously.
Ability to multitask, coordinate work, and manage competing priorities while maintaining quality.
Strategic planning skills and sound technical understanding.
Collaborative approach to working with peers and departments toward organizational goals.
Reliability in meeting work commitments.
Flexibility and adaptability to changing situations, ability to learn quickly, and enthusiasm for technology.
Availability to participate in an on-call rotation for after-hours support.
If working remotely, reliable high-speed home broadband internet with at least 25 Mbps download and 10 Mbps upload, and the ability to connect via Ethernet cable.

Nice To Haves

Experience in a help desk, technical support, or similar IT environment is preferred.
Ability to learn and support new applications.

Responsibilities

Respond to staff questions and requests for assistance with company-supported applications.
Troubleshoot computer issues involving hardware, software, user access, and other causes; determine root causes and recommend resolutions.
Serve as a liaison between staff and the technology department to support timely issue resolution.
Document resolutions for future reference.
Participate in an on-call rotation to provide after-hours support.
Create and maintain user accounts in software tools, databases, and Active Directory.
Perform hardware and software installations.
Design and maintain the company computer imaging solution.
Research, test, and implement software updates.
Work one-on-one with staff on application projects.
Research, test, and present improved services and processes.
Recommend company application purchases.
Work independently on projects and daily tasks, make sound decisions, and adjust priorities based on company needs and current tasks.
Provide on-the-job training to new department staff members and computer orientation to new company staff.
Cross-train with the telecom, networking, and systems teams.
Perform other duties as assigned.