IT Helpdesk Analyst
About The Position
The IT Helpdesk Analyst is based on-site at the Leonard Customer Support Center (CSC) in Mt. Airy, NC, with operations in the U.S., and has overall responsibility for serving as the first point of contact for employees requiring technical assistance. This role provides timely and professional support for hardware, software, mobile devices, printers, networking, and business applications while delivering exceptional customer service. The IT Helpdesk Analyst is responsible for diagnosing issues, resolving incidents, documenting solutions, and escalating complex problems when necessary. This position reports directly to the Network Engineer and does not have direct reports.
Requirements
- Associates degree in Information Technology, Computer Science, or related field, or equivalent work experience.
- 1-3 years of IT helpdesk or desktop support experience.
- Strong knowledge of: Windows 10/11, Active Directory or Azure AD, Basic networking concepts, Remote support tools.
- Experience supporting retail or multi-location organizations preferred.
- Excellent problem-solving and diagnostic skills.
- Ability to explain technical concepts to non-technical users.
- Strong attention to detail and organizational skills.
- Excellent troubleshooting and analytical skills.
- Ability to work independently and collaboratively.
- Commitment to providing exceptional customer service.
- Ability to learn new technologies quickly.
- Strong verbal and written communication skills.
- Ability to prioritize multiple requests in a fast-paced environment.
- Strong customer service orientation.
Nice To Haves
- Experience with the following programs is preferred: Microsoft Intune, Microsoft Entra ID, SharePoint, VOIP Phone, POS systems, Ticketing systems (Freshservice, ServiceNow, Jira, Zendesk, etc.).
- Industry certifications preferred such as: CompTIA A+, CompTIA Network+, Microsoft 365 certified.
Responsibilities
- Provides first-level technical support to employees via phone, email, remote support, and ticketing systems.
- Troubleshoots and resolves issues involving: Windows operating systems, NCR CounterPoint Support, Microsoft 365 applications, Email and Outlook, Printers and peripherals, Mobile devices, Windows App connectivity, Network access, Password resets and account management.
- Installs, configures, and maintains desktop computers, laptops, tablets, printers, and other IT equipment.
- Creates, updates, and closes support tickets while maintaining accurate documentation.
- Escalates unresolved issues to appropriate IT personnel with complete troubleshooting notes.
- Configures new user accounts, hardware, and software for onboarding employees.
- Assists with employee offboarding by recovering equipment and disabling access.
- Maintains inventory of IT hardware and software assets.
- Performs software installations, updates, and routine system maintenance.
- Supports audio/visual equipment for meetings and presentations.
- Assists with IT projects, equipment deployments, and technology rollouts.
- Creates and maintains technical documentation and knowledge base articles.
- Follows company security policies and assists with cybersecurity best practices.
- Participates in a rotating or assigned on-call schedule to provide remote technical support for retail operations during designated business hours, including Saturdays.
- Responds to critical POS and business system issues to maintain business continuity and minimize operational disruptions.
- Provides courteous, professional, and customer-focused service to all employees.
Benefits
- Competitive salary compensation.
- Competitive benefits package.
- 401K with a Company match.
- Paid days off: holidays and vacation.
- Continuous training and growth opportunities to build your career with Leonard.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
