IT Helpdesk Support Analyst (7496)

SubCom•Newington, NH

2d•Onsite

About The Position

The Help Desk Support Analyst is a full-time, on-site position and a key member of the IT Service Delivery team. This role provides primarily Level 2 technical support, desktop support, and customer service to SubCom employees, contractors, and authorized vendors. The position is primarily responsible for supporting end users and technology within SubCom's Newington, New Hampshire facilities. As a member of the broader IT Service Delivery team, the Help Desk Support Analyst will also assist with support for users located in Baltimore, Maryland; Eatontown, New Jersey; remote locations throughout the United States and internationally; SubCom's Madrid office; and aboard the company's fleet of cable ships. The Help Desk Support Analyst provides hands-on and remote support for Windows 11 computers, desktop hardware and peripherals, business applications, Microsoft 365, Microsoft Teams conference rooms, printers, mobile devices, and specialized technology used within SubCom's office and production environments. The position is responsible for troubleshooting and resolving incidents and service requests, documenting solutions, and escalating issues to other IT teams or vendors when necessary. The successful candidate will have strong technical troubleshooting skills, excellent customer service and communication skills, and the ability to independently diagnose and resolve a wide variety of end-user technology issues in a fast-paced business and production environment.

Requirements

Trade school, technical degree, industry certifications, or equivalent hands-on experience supporting computer hardware, software, and end users in a professional IT environment.
Demonstrated experience providing Level 2 desktop and end-user technical support, including diagnosing and resolving hardware, software, operating system, application, peripheral, and connectivity issues.
Strong working knowledge of Windows 11, including installation, configuration, troubleshooting, software installation, device drivers, Windows updates, security settings, and general operating system support.
Hands-on experience troubleshooting, repairing, configuring, and deploying desktop and laptop hardware.
Experience with Dell commercial computers, docking stations, monitors, and peripherals is strongly preferred.
Experience supporting Microsoft 365 applications and services, including Outlook, Teams, OneDrive, Word, Excel, PowerPoint, and other commonly used business applications.
Working knowledge of Active Directory and Microsoft Entra ID, including user accounts, groups, permissions, authentication, and basic access troubleshooting.
Familiarity with modern endpoint management and deployment technologies such as Microsoft Intune, Windows Autopilot, and Microsoft Company Portal is a plus.
Working knowledge of basic networking concepts and troubleshooting, including TCP/IP, DHCP, DNS, wired and wireless networking, VPN connectivity, VLANs, and basic network troubleshooting tools and techniques.
Familiarity with IT security and identity-management concepts, including multi-factor authentication (MFA), endpoint security, encryption, least-privilege access, and secure handling of company information.
Experience supporting Microsoft Teams conference rooms and audio/video technology is preferred, including displays, cameras, microphones, speakers, and associated conferencing equipment.
Experience installing and troubleshooting network printers and multifunction devices.
Experience with HP enterprise printers and multifunction devices is a plus.
Familiarity with a variety of operating systems and mobile platforms, including Windows, macOS, iOS, and Android.
Knowledge of general IT concepts including networking, virtualization, cybersecurity, identity and access management, cloud computing, and enterprise IT infrastructure.
Understand the fundamentals of structured technical troubleshooting, including the ability to isolate problems, identify root causes, research unfamiliar issues, test potential solutions, and determine when escalation is appropriate.
Industry certifications are a plus, particularly certifications related to Dell hardware, Microsoft technologies, networking, endpoint management, or IT support. Examples include Dell Technologies certifications, Microsoft Certified credentials, CompTIA A+/Network+, and Cisco CCST/CCNA or equivalent certifications.
Strong verbal and written communication skills with the ability to explain technical information clearly to users with varying levels of technical knowledge.
Strong customer-service and interpersonal skills with the ability to build rapport and maintain positive working relationships with customers, teammates, vendors, and other IT groups, both in person and remotely.
Highly personable, patient, and professional, with the ability to remain composed and effective when working with customers during urgent, challenging, or high-pressure situations.
Strong logical thinking and problem-solving skills with a thorough, detail-oriented approach to troubleshooting and issue resolution.
Ability to accurately document incidents, troubleshooting steps, solutions, procedures, and technical information to support a consistent and reliable IT service environment.
Self-starter who can effectively prioritize and manage multiple incidents, requests, projects, and responsibilities with limited supervision while recognizing when assistance or escalation is appropriate.
Ability to work effectively both independently and as part of a close-knit Service Delivery team working toward common IT and business objectives.
Proactively identify recurring technical issues, process gaps, and opportunities to improve Service Delivery procedures, documentation, tools, and the overall end-user experience.
Demonstrated commitment to continuous learning and increasing technical competency through hands-on experience, training, certifications, and exposure to new systems and technologies.
Dedication to continuous improvement in individual skills, team capabilities, support processes, and service quality.
Demonstrate sound judgment, ethical conduct, confidentiality, professionalism, and respect when handling company information and interacting with customers and coworkers.

Nice To Haves

Familiarity with modern endpoint management and deployment technologies such as Microsoft Intune, Windows Autopilot, and Microsoft Company Portal is a plus.
Experience supporting Microsoft Teams conference rooms and audio/video technology is preferred, including displays, cameras, microphones, speakers, and associated conferencing equipment.
Experience with HP enterprise printers and multifunction devices is a plus.
Industry certifications are a plus, particularly certifications related to Dell hardware, Microsoft technologies, networking, endpoint management, or IT support. Examples include Dell Technologies certifications, Microsoft Certified credentials, CompTIA A+/Network+, and Cisco CCST/CCNA or equivalent certifications.

Responsibilities

Provide Level 2 technical and desktop support for employees, contractors, and authorized vendors, with primary responsibility for SubCom's Newington, NH facilities.
Provide remote technical support as needed for SubCom users in Baltimore, MD; Eatontown, NJ; remote locations throughout the United States and internationally; the Madrid office; and SubCom's fleet of cable ships.
Diagnose, troubleshoot, and resolve incidents and service requests involving Windows 11 operating systems, desktop and laptop computers, applications, network connectivity, user accounts, peripherals, mobile devices, and other end-user technologies.
Provide hands-on hardware support for SubCom's end-user computing environment, consisting primarily of Dell desktop and laptop computers, docking stations, monitors, and related peripherals, as well as a limited number of Apple devices.
Install, configure, troubleshoot, maintain, and replace Windows 11 computers and associated hardware.
Assist with operating system deployments, hardware refreshes, software installations, updates, security configurations, and lifecycle replacement activities.
Support Microsoft 365 applications and services, including Outlook, Teams, OneDrive, and other commonly used productivity applications.
Provide technical support for Microsoft Teams conference rooms and associated audio/video equipment, including displays, cameras, microphones, speakers, touch-panel controllers, and other conferencing peripherals.
Troubleshoot meeting, connectivity, audio, video, and equipment issues.
Install, configure, troubleshoot, and support HP printers and multifunction devices, including network connectivity, print queues, drivers, scanning, and coordination with managed print service providers when vendor assistance is required.
Support specialized IT and Production Support equipment located throughout SubCom's manufacturing and operational environments.
Work closely with Production, Engineering, Facilities, vendors, and other IT teams to troubleshoot equipment connectivity, workstation, peripheral, and network-related issues while minimizing disruption to business and production operations.
Resolve assigned incidents and service requests in a timely manner and maintain accurate documentation of troubleshooting activities, communications, resolutions, and ticket closures within the company's IT Service Management system.
Serve as an advocate for the customer by taking ownership of technical issues, communicating status and next steps, coordinating with other IT teams and vendors, and helping ensure issues are driven through resolution.
Perform employee and contractor onboarding activities, including preparation and deployment of computers, accounts, applications, peripherals, and other standard technology required for new users.
Perform offboarding activities, including recovery of company-owned computers and equipment, removal of system access, and coordination of application and software license recovery as required.
Assist with the inventory, deployment, replacement, relocation, and lifecycle management of desktop computers, laptops, monitors, docking stations, printers, mobile devices, and other IT assets.
Maintain accurate and current Service Delivery procedures, troubleshooting guides, knowledge articles, equipment documentation, and system architecture documentation.
Participate in IT projects and initiatives, including hardware refreshes, software deployments, office and facility projects, infrastructure upgrades, security initiatives, and other Service Delivery activities.
Take ownership of assigned project tasks and initiatives, proactively identifying issues or roadblocks and providing regular progress updates to management and project stakeholders.
Work collaboratively with other members of IT Service Delivery, Infrastructure, Networking, Information Security, Applications, and external service providers to diagnose and resolve technical issues.
Provide support for critical business and production-related incidents and participate in after-hours or weekend support on an emergency basis when required.
Participate in Service Delivery team meetings, process improvement activities, knowledge sharing, and initiatives designed to improve the quality, consistency, and efficiency of IT support services.
Identify recurring technical issues and opportunities for improvement, and recommend solutions that improve the end-user experience, reduce repeat incidents, and increase Service Delivery efficiency.