Desktop Support Analyst

Job Title:  Desktop Support Analyst                         

Department:  Information Technology  

Classification:   Exempt/Salary                                                 

Reports to:  Director of IT Infrastructure

Job Qualifications:

1. Demonstrate a powerful sense of internal customer service and a strong work ethic to positively contribute to the company’s mission and vision.
2. Requires sound written and verbal communication skills; must be able to communicate proficiently to a non-technical audience.
3. Standard desktop support skills: troubleshooting, installing, repairing desktops/laptops, a wide range of printing devices, multi-platform mobile devices, scan guns, etc.
4. Ability to effectively prioritize and execute tasks within a high-pressure environment using creative problem-solving skills for timely resolution of IS issues.
5. Experience working in a team-oriented, collaborative environment.
6. Adept at reading, writing, and interpreting technical documentation and procedure manuals.
7. Ability to research software/hardware issues and new products as required.
8. Familiarity is preferred in the following areas:
   • Helpdesk ticketing software
   • Desktop enterprise application installations
   • Active Directory / GPO / MFA
   • Microsoft O365 / Exchange
   • Remote network access software
   • LAN administration / cabling / punch down / connections and troubleshooting
   • Anti-virus/anti-spam cloud software/ EDR / PAM
   • VoIP telephony – Shortel / Mitel
   • VPN applications (FortiClient, Cisco)
   • Cloud video surveillance systems (administration)
   • Badging system (Administration)
   • Bar-coding and scanning systems
   • Video conferencing systems
   • Data management
   • File systems / File server
   • Printer / Print server queues and set up
   • Cloud applications (one drive, smart sheets, Adobe cloud, and other applications)

Educational Requirements:

A two-year degree is strongly preferred, emphasizing information systems-related coursework and/or at least two years’ equivalent work experience.

Job Summary:

The Desktop Support Analyst is responsible for: three-tier support for over a multitude of platforms possessing a background in handling different software and hardware needs of computers and users; applying logic to solve technical issues quickly; providing excellent customer service to ALL customers; and developing and maintain a vast technical knowledge to remediate the technical problems, both hardware and software with minimal supervision.

Job Duties:

1. Provide technical support for hardware and software issues, including diagnosing and resolving problems with the ability to effectively communicate solutions by phone, email, and in person.
2. Provide technical support for IP/digital/analog phone repairs, adds, changes, and moves.
3. Train and assist staff in the use of hardware and software, new user orientation, and coordinate any vendor-provided training.
4. Creation of user profiles in AD and other software programs as required.
5. Conduct hardware and software configuration changes as designated by published best practice guidelines.
6. Assist with the procurement and inventory of equipment and software.
7. Serve as a liaison with vendors, consultants, and end users.
8. Create and update documentation for the knowledge base.
9. Adhere to all company policies.
10. Remain vigilant in the pursuit and presentation of process improvement and enhanced efficiency.
11. Maintain a sanitary and safe work environment.
12. Follow safety requirements.
13. May actively participate in the company’s Safety Committee.
14. Ensure that company safety policy and federal, state, and local safety and environmental regulations are observed.
15. To ensure quality, safety, efficiency, and sustainability, you must have a complete understanding of company policies, SOPs, QPs, EPs, HACCP, and cGMP.
16. Must adhere to all company policies.
17. Examine documents, materials, and products and monitor work processes to assess completeness, accuracy, and conformance to standards and specifications.
18. Follow all SOPs in each area.
19. Perform all other duties as assigned by Manager and/or designee.
20. This position participates in the on-call rotation, responding to tickets after hours as needed.
21. Work on projects periodically that may require weekend work.

Benefits:

1. Medical, Dental, & Vision insurance
2. Health Savings Account (HSA)
3. Flexible Savings Account (FSA)
4. Company Paid Life & AD&D, Voluntary Life And AD&D Insurance
5. Employee Assistance Program (EAP) - Lifeworks
6. Calm for Work
7. 401(k) retirement plan with 6% & Roth option
8. Education Tuition Assistance Program
9. 10 Recognized Holidays
10. 50 hours of personal/sick time pro-rated based upon hire date
11. 110 hours accrued Vacation
12. Competitive Wages
13. Performance Incentive Bonus opportunities
14. Wellness Benefit
15. Employee Giveback Program
16. Individual Development Programs
17. Youth Donation Program
18. Continuing Education Programs
19. Bring your Pet to Work Program (applies to admin positions only)
20. Pet Insurance
21. And much more…