IT Helpdesk Analyst

POSITION PURPOSE

Provides technical and software support to Metromont Associates. The individual in this position helps troubleshoot, analyze, prioritize, resolve, and/or facilitate issues to achieve a resolution for the associate.

RESPONSIBILITIES

Troubleshoot general and company-specific hardware and software applications

Provide technical support to internal and remote customers

Resolve malware and virus infections

Uphold company IT policies, procedures, and best practices

Utilize ticket tracking software to assist end users with issues as they arise.

Deploys computers to end users and ensures the correct software is installed on the pc.

Setup user accounts and provide them with requested and approved permissions.

Assist users with conference room usage.

Troubleshoot office 365 and azure problems for end users.

Troubleshoot printing issues for end users.

SCOPE OF AUTHORITY

This position is under the direct supervisor of the Director of IT

This position does not supervise others

CHARACTERISTICS (Knowledge, Skills, and Abilities)

Minimum 1-2 years of prior help desk experience working with a ticket-tracking system

Customer-focused with excellent communication (written and verbal) skills

Strong organizational and prioritization abilities

Self-motivated and a willingness to learn new skills

Experience troubleshooting Windows 10 (and newer) operating systems and Office 365 business applications; prior experience with Server 2008, 2012, 2016,2019

Experience in Active Directory

Experience troubleshooting basic network issues.

EDUCATION AND TECHNOLOGY

Previous experience working in a helpdesk environment.

Must encompass a supportive understanding of computers, Windows operating systems, and Microsoft applications

WORK ENVIRONMENT / SCHEDULE

Typically works inside in an office environment; some work in our plant environment may be required

Monday - Friday, 8am – 5pm; some projects and support requests may require after-hours and/or weekend work.