IT Help Desk Support Analyst I

Accuserve•Dayton, OH

About The Position

The IT Help Desk Support Analyst I provides front-line technical support to staff across company-supported applications and systems. The Analyst troubleshoots hardware, software, and user-access issues, identifies root causes, recommends resolutions, and documents outcomes. The role also contributes to application projects and the ongoing improvement of IT services and processes. Responsibilities include supporting company systems and users, administering accounts and devices, installing hardware and software, maintaining the computer imaging solution, researching and implementing software updates, and providing training to staff. The Analyst collaborates with technology teams, works independently on projects and daily tasks, adapts priorities to company needs, and participates in an on-call rotation for after-hours support. Remote workers must have reliable high-speed home internet of at least 25 Mbps download and 10 Mbps upload, with the ability to connect by Ethernet.

Requirements

Associate degree in computer science or a related field, and/or an equivalent combination of education and experience.
Ability to learn and support new applications.
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, remote access, and terminal server configuration and support.
LAN knowledge.
Change management skills.
Ability to use technology devices, software, and applications; basic computer skills.
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 with a focus on 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; quick learning and enthusiasm for technology.
Availability to participate in an on-call rotation for after-hours support.
For remote work, a reliable high-speed home broadband connection with a minimum of 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.

Responsibilities

Respond to staff questions and requests for assistance with company-supported applications.
Troubleshoot computer issues involving hardware, software, and user access; determine root causes and recommend resolutions.
Act as a liaison between staff and the technology department to help ensure 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 new 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 and computer orientation to new company staff.
Cross-train with telecom, networking, and systems teams.
Perform other duties as assigned.