Sr. IT Help Desk Analyst
- Respond to client inquiries, including high-level escalated client issues, via email, through online chats, over the phone, or in person.
- Provide guidance and support to and be a point of escalation for local Helpdesk team members
- Provide technical support to users by identifying, troubleshooting, and resolving issues with client system hardware and software.
- Help to implement and maintain ConnectWise Manage and control solutions.
- Troubleshoot and resolve issues related to network connectivity.
- Coordinate with cabling/security companies for scheduling and installation of structured cabling, IDF, security cameras, and related hardware.
- Work closely with Cybersecurity team to maintain and rollout tools.
- Help with the preparation of new devices and reimage of existing devices (approximately 5 or fewer new devices per week).
- Maintain updated inventory of devices.
- Provide answers to clients by identifying problems, researching answers, and guiding clients through corrective steps.
- Improve client reference materials by writing and maintaining documentation.
- Participate in the development of client training programs by identifying learning issues and recommending instructional language.
- Accommodate client disabilities by recommending devices and techniques.
- Improve system performance by identifying problems and recommending changes.
- Update job knowledge by participating in educational opportunities and maintaining personal networks.
- Experience running IT in a manufacturing environment with a sense of urgency
- Follow up with customers to ensure satisfactory service.
- Excellent problem-solving skills, phone skills, and customer service skills
- Familiarity with Microsoft 365 user/group/email/license administration
- Knowledge of and familiarity with basic networking protocols, hardware, and ability to troubleshoot and resolve network issues.
- Excellent verbal and written communication
- Exceptional proficiency with Microsoft Windows operating systems
- Quality focus
- PC proficiency
- System administration
- High school diploma, GED, or equivalent
- Familiarity with MS Windows, Office, and Microsoft 365
- Familiarity with ERP systems is a plus.
- Network related certification is a plus.
- Prior information technology or systems administration experience preferred.
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