Help Desk Analyst

Job Description
IT Depot
•Provide local and remote Level 2 support to internal colleagues for software and hardware issues, Microsoft applications, etc.
•Responsible for local site desktop support, printer support, AV, etc.
•Serve as escalation point for Tier 1 and Tier 1.5 support and for the IT Depot
•Maintain technical documentation, and IT manuals.
•Document technical issues and procedures.
•Troubleshoot issues and outages.
•Responsible for the end-to-end lifecycle of IT assets. Image, deploy, maintain and retire all hardware including desktops, laptops, monitors, etc.
•Monitor team ticket queues, ensure SLOs are met and identify training opportunities. Report on team performance metrics and suggest improvements.
•Provides hardware support for PCs, Macs, printers, network, VoIP phones, wireless and handheld devices
•Able to deploy OS images for PC
•Coordinates with vendors and service providers for in-warranty hardware replacement and service
•Follows standard guidelines to install and configure new equipment and peripherals, moving, and updating equipment for regular replacement and to accommodate staff moves and changes
Qualifications:
•Bachelor's degree or equivalent experience
•-2+ years in a similar role (such as a site lead for an office)
•Experience with incident and support requests
•Experience providing local and remote support to client in multiple locations.
•Basic knowledge of Active Directory, Azure, Office 365
•Basic knowledge of TCP/IP networks
•Operate and maintain network printers and network components like video-conferencing systems based on Zoom
•Strong attention to detail
•Good documentation ability
•Team player and ability to work independently
•2+ years in desktop support
•2+ years in Windows 10 and MacOS support