The Helpdesk serves as a central point of contact for the quick diagnosis of IT related problems and the efficient resolution of those problems. The Helpdesk Analyst has constant interrelation with users throughout the company's systems, including executives of the company. The Helpdesk Analyst is responsible for supporting the coordination and administration of business processes and user support requests for multi-company Helpdesk; assisting users with device and software issues, etc.
DETAILED ROLES & RESPONSIBILITIES
Provides level 1 and 2 technical remote phone support for clients at local office and remote locations
Perform routine system monitoring of systems, standard processes, and scheduled jobs
Supports Windows and IOS Clients. Troubleshooting client device issues, connectivity, package deployment and virus removal.
Assist in the repair and recover from hardware or software failures and system outages, by coordinating and communicate with impacted constituencies
Assists in appropriate level software installations, patches and upgrades to maintain system integrity and security
Develops and maintains appropriate system documentation
Escalates more complex problems to subject matter experts as necessary.
3+ years of desktop support, customer support and/or helpdesk experience
In depth knowledge of maintaining and upgrading Windows 7 and 10 OS, Microsoft 365 Productivity Applications and Windows networking. Familiarity with MAC OS and iOS.
In depth knowledge of the Windows Active Directory domain architecture and its interaction with the desktop environment.
Experience using ServiceNOW or other Enterprise Help Desk incident and project management reporting tools.
Experience supporting Office365 and Microsoft Teams
Experience using remote client management tools
Experience supporting clients with device encryption and anti-virus software.
Experience supporting Wi-Fi security, VPN and network access.
BA in Computer Science or related field preferred but not required.
MCSA or 5 years’ experience in a Windows environment.
Network+ or 2 years supporting enterprise network infrastructure.
ESSENTIAL CAPABILITIES (KNOWLEDGE, SKILLS, ABILITIES AND PERSONAL ATTRIBUTES)
Excellent customer service skills and meticulous attention to detail.
High level knowledge of data center hardware (i.e. UPS, cabling, switches, etc.)
Ability to troubleshoot desktop and infrastructure issues and resolve complex problems.
Ability to make decisions recognizing established precedents and practices and to use resourcefulness and tact in solving new problems.
Ability to exercise judgment and discretion in applying and interpreting department rules, regulations, policies, and procedures.
Strong analytical and research skills; ability to ascertain priorities and meet deadlines and objectives.
Strong written and oral communication skills.
Ability to establish and maintain effective working relationships.
Ability to analyze and optimize servers and workstations, perform network integration, installation and configuration.
For more than 100 years, our employees have taken pride in “Making Life a Little Sweeter” by providing our customers and consumers with quality service and sugar products. Our commitment to that principle drives us in all that we do and encourages us to uphold our company’s high ethical standards of business conduct to ensure our continued success.