IT Helpdesk Analyst

Company: Eliassen Group
Location: Reading
Posted on: June 21, 2022

Job Description:

IT Helpdesk Analyst Job Description



Job Overview



The IT team manages all aspects of computer and network support for all North American and overseas employees. This includes primary tech support for end users, as well as management and maintenance of all supporting resources, including AV equipment, networks, servers, and cloud applications. The IT Helpdesk Analyst will be in a generalist support role and an integral part of a growing IT team.



Here's What You'll Do Every Day:

Assist end users, both in-person and remotely, with technical issues or questions relating to hardware, software, networking, or applications.
Coordinate service calls and act as a primary point of contact with outside providers of support for laptops, phone systems, printers, and other equipment.
Create, manage, and maintain user accounts and licenses across internal and external systems.
Deploy new and refurbished laptops
Maintain, allocate, and provision inventory of hardware, accessories, and consumables across multiple sites and office locations.
Create documentation (self-help guides, walkthroughs, etc.) for end users.
Assist other IT team members with special projects, server/networking installation and support, as needed.



Qualifications:

Associate degree Required, Bachelor's degree preferred, or commiserate work experience
1+ years' experience in an IT role
Previous work experience in a professional services or consulting environment preferred
Proficiency in troubleshooting user technical issues on PC and Mac (primarily PC) in an Active Directory environment and on mobile devices
Ability to deliver excellent end user support while remote
Strong understanding of security best practices
Proficiency with networking, DNS, user authentication, certificates, wired and wireless connectivity, file and folder permissions/ACLs
Experience working with (and managing) Microsoft365, and Azure environments preferred
Ability to be participate in one 3 hour on-call rotation every week to assist with urgent issues (or planned projects) during such times
Must be detail-oriented and have the ability to follow up and follow through
Excellent written and oral communication, organizational, and interpersonal skills required
Ability to interact effectively with all levels of company personnel
Ability to recognize and maintain confidential information
Must be innovative and proactive
Ability to multi-task, manage, and prioritize projects effectively
Ability to work independently, under the direction of others, and as a part of a team
Ability to work in a multi-office global environment



Technologies we use



Hardware:

HP EliteBook 840, Apple MacBook, Android Phones, and iPhones, Meraki networking stack



Software

Windows Server, Windows 10 / MacOS, Microsoft Office 365, Office Suite, SharePoint, Teams, Active Directory, Azure, InTune, Bullhorn erecruit, Adobe Acrobat

Keywords: Eliassen Group, Somerville , IT Helpdesk Analyst, Professions , Reading, Massachusetts