Summary:

The Help Desk Analyst will serve as the front-line support for all IT-related inquiries and issues within the organization. This individual will be responsible for answering calls, providing exceptional customer service to all end users, handling administrative tasks such as creating Purchase Requisitions and issuing Purchase Orders for IT equipment, as well as additional technical responsibilities including resetting user passwords in Active Directory (AD), performing PC imaging, and conducting introductory IT training for new hires. The position also involves escalating tickets to Level 3 administrators when issues require advanced troubleshooting or specialized expertise, as well as handling incoming deliveries and lifting boxes as needed.

Key Responsibilities:

Act as the primary point of contact for all IT support requests and inquiriesProvide prompt and efficient troubleshooting and resolution of technical issuesDocument all support requests and resolutions accuratelyCreate and process Purchase Requisitions for IT equipment procurementIssue Purchase Orders for approved IT purchasesReset user passwords in Active Directory (AD) systemPerform image installations on PCs as neededConduct introductory IT training sessions for new hiresEscalate tickets to Level 3 administrators when issues require advanced troubleshooting or specialized expertiseHandle incoming deliveries and lift boxes as neededAll other duties as assigned

Summary:

The Help Desk Analyst will serve as the front-line support for all IT-related inquiries and issues within the organization. This individual will be responsible for answering calls, providing exceptional customer service to all end users, handling administrative tasks such as creating Purchase Requisitions and issuing Purchase Orders for IT equipment, as well as additional technical responsibilities including resetting user passwords in Active Directory (AD), performing PC imaging, and conducting introductory IT training for new hires. The position also involves escalating tickets to Level 3 administrators when issues require advanced troubleshooting or specialized expertise, as well as handling incoming deliveries and lifting boxes as needed.

Key Responsibilities:

Act as the primary point of contact for all IT support requests and inquiriesProvide prompt and efficient troubleshooting and resolution of technical issuesDocument all support requests and resolutions accuratelyCreate and process Purchase Requisitions for IT equipment procurementIssue Purchase Orders for approved IT purchasesReset user passwords in Active Directory (AD) systemPerform image installations on PCs as neededConduct introductory IT training sessions for new hiresEscalate tickets to Level 3 administrators when issues require advanced troubleshooting or specialized expertiseHandle incoming deliveries and lift boxes as neededAll other duties as assigned

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Strong communication skills with the ability to effectively interact with end usersAttention to detail in handling paperwork and documentationAbility to work effectively in a fast-paced environmentMust be able to obtain and maintain an MRPT clearance.

Education and/or Experience:

Associates degree (A.A.) or equivalent from two-year college or technical school; or four years related experience and/or training; or equivalent combination of education and experience.1 to 3 years of related experience in a help desk or a customer service role.Knowledge of IT procurement processes is a plusCertification in IT or related field is preferred

Physical Demands / Work Environment:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee may be regularly required to sit, stand, bend, reach and move about the facility.Ability to lift boxes and handle incoming deliveriesThe environmental characteristic for this position is an office setting. Candidates should be able to adapt to a traditional business environment.No travel required.

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To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Strong communication skills with the ability to effectively interact with end usersAttention to detail in handling paperwork and documentationAbility to work effectively in a fast-paced environmentMust be able to obtain and maintain an MRPT clearance.

Education and/or Experience:

Associates degree (A.A.) or equivalent from two-year college or technical school; or four years related experience and/or training; or equivalent combination of education and experience.1 to 3 years of related experience in a help desk or a customer service role.Knowledge of IT procurement processes is a plusCertification in IT or related field is preferred

Physical Demands / Work Environment:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee may be regularly required to sit, stand, bend, reach and move about the facility.Ability to lift boxes and handle incoming deliveriesThe environmental characteristic for this position is an office setting. Candidates should be able to adapt to a traditional business environment.No travel required.

#LI-VR1 #LI-Onsite