It Analyst/Helpdesk Specialist

TheIT Analyst / Helpdesk Specialistwill use advanced technical troubleshooting skills to aid in the operational support of Opportunities Inc technologies. He / She is expected to provide world class customer service to all Opportunities, Inc. divisions, employees, customers and stakeholders. Support will involve working with staff to resolve system workflow issues, access issues, plant operations, and assist with any training questions. TheIT Analyst / Helpdesk Specialistrole will be tasked with completing account provisioning\termination requests. IT incidents and requests will be tracked using a Helpdesk incident management system that will require active ownership of the tickets and closure within target SLA resolution times.

This job has no supervisory responsibilities.

Responsibilities:

• Setup users for network access, VoIP, and licensing for o365 Microsoft Office Suite
• Configure and deploy company-issued desktops, laptops, printers, and other computer equipment
• Set up/break down computer equipment for employee arrivals/changes/departures and office moves

* Configure approved mobile devices for connection to company systems

* Delivers on Helpdesk Service Levels to meet or exceed requirements of internal and external customers of Company systems and infrastructure. Works to deliver exemplary service and follow through.

* Takes ownership of all Company support tickets and work with internal and external support to ensure issues continue to progress to timely resolution.

• Respond to, troubleshoot and resolve reported computer issues in person and remotely
• Rotating on call response / support between 2^nd shift and 3^rd shift
• Perform routine maintenance and repairs on computer equipment
• Track and maintain inventory of computer equipment and supplies
• Document processes and procedures for the desktop/technical support group
• Set up and operate audio/visual equipment for company meetings and other events
• Assist end users with professional presentations and provide audio/visual technical support
• Maintain and troubleshoot audio/visual hardware and software and report any functionality issues
• Assist System Administrator/Manager/Director to rack network servers and UPS components as needed

Qualifications

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Minimum of two (2) years of experience in a technology support role
• Minimum of one (1) year with Helpdesk ticketing software
• Minimum of one (1) year with o365 software - MS Office suite
• Minimum of one (1) year with VoIP or PBX system
• Minimum of one (1) year with Antivirus / Endpoint Deployment and Patch
• Minimum of one (1) year with VMWare - hypervisor and or virtualization experience
• Experience with manufacturing industry ERP preferred
• High School Diploma/GED required; Associates Degree or Bachelor's Degree in Information Technology or related field preferred
• Technical certifications, such as HDI Desktop Support Technician, A+, Net+, Security+, or Microsoft Desktop Support Technician preferred
• Good problem-solving skills, ability to assess problems and identify potential resolutions
• Reliable transportation for branch or plant onsite troubleshooting

*Language Skills *

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.

• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, vendors, and the general public.

*Reasoning Ability *

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

*Computer Skills *

To perform this job successfully, an individual should have general knowledge of Microsoft Office /o365 Professional software, Windows Server and Workstation OS, Helpdesk ticketing systems, VoIP, and other assorted software. The individual must be passionate about learning new computer skills and using those skills to help people. Other desirable skills include knowledge of programming languages (PowerShell, HTML, and SQL) and maintaining computer hardware.

*Other Qualifications *

Valid Driver's License, proof of vehicle insurance and reliable transportation. Only minimal travel expected.

Physical Demands

The physical demands 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 is regularly required to talk or hear. The employee is frequently required to stand; walk and sit. The employee is occasionally required to use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl and taste or smell. The employee must occasionally lift and/or move up to 25 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing 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 is regularly exposed to risk of electrical shock. The employee is occasionally exposed to moving mechanical parts; high, precarious places; fumes or airborne particles; toxic or caustic chemicals; extreme cold and extreme heat. The noise level in the work environment is usually moderate.