It Help Desk Analyst

As an IT Helpdesk Analyst, the primary focus will be to provide technical support and resolution to customers experiencing technology-related issues, including software, hardware, network, and applications. This position will manage and support computing systems and infrastructure daily, including desktops, laptops, mobile devices, printers, phones, and network equipment. The ideal candidate will excel in a dynamic environment, delivering exceptional customer service. Additionally, the IT Helpdesk Analyst contributes to projects, user training, procurement, vendor relations, and documentation.

ESSENTIAL JOB DUTIES

• Provides technical support and assistance to staff experiencing computer system, application, hardware, or software issues to ensure timely resolution using a ticketing system, email, and phone.
• Triages incoming calls by asking proper questions to the end user, gathering enough detail to recognize the priority of the issue and the impact to their organization.
• Ensures clear and accurate documentation of incident status, call history, and resolution.
• Utilizes remote access solutions to better identify reported problems and gather necessary details.
• Engage with end users to address concerns and escalate complex issues to appropriate team members to ensure thorough resolution.
• Follow and document process flows for areas of accountability.
• Accountable for knowledge-based documentation for system maintenance, applications, and solutions.
• Collaborates with other functions including vendors, network services, software systems, and/or application development to restore service and/or identify problems.
• Tracks and completes preventative maintenance and asset inventory.
• Contributes to team effort by completing other assignments and serving on project teams, and open to learning new technologies and expanding your job skills.
• Other duties as assigned.

QUALIFICATIONS

Education and/or Experience

• Associate degree or bachelor’s degree in information technology accredited program (Majoring in Computer Science, Information Technology, or related IT discipline) or equivalent work experience.

Language Skills

• Excellent written, verbal communication and relational skills
• Strong business and telephone communication skills, and the ability to communicate technical information to non-technical personnel.

Other Qualifications

• Intermediate to advanced knowledge of Microsoft products (Office Suite, Office 365, Windows OS', etc.).
• Comprehension of network principles and theory, including an understanding of TCP/IP logic, network layering, and connectivity challenges.
• Must be able to adapt to an ever-changing technological environment.
• Possess intermediate task management skills.
• Ability to work effectively in a team environment.
• Must be a creative and critical thinker.
• Strong documentation and organizational skills.
• Ability to multitask and prioritize tasks in a fast-paced environment to meet deadlines.
• Skilled in research, using web resources and documentation to find answers.
• Advanced problem-solving capabilities to troubleshoot issues in an efficient manner.
• Strong attention to detail and tracking abilities required.
• Ability to learn new technologies quickly and thoroughly.

Preferred Qualifications

• Knowledge and experience in Help Desk ticketing systems and customer service.
• Certifications: A+ and/or Network+.
• Networking experience including Cisco, HP, VMWare.
• Microsoft SQL, VB Script, and PowerShell experience.

REINDERS, INC. IS AN EQUAL OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER

Benefits Information: https://www.reinders.com/jobs/#benefits

Employment Resources:

Family and Medical Leave (FMLA) Act: https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/fmlaen.pdf

Equal Employment Opportunity Commission (EEOC): https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf

Employee Polygraph Protection Act (EPPA): https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/eppac.pdf

Uniformed Services Employment and Reemployment Rights Act (USERRA): https://www.dol.gov/sites/dolgov/files/VETS/files/USERRA-Poster.pdf

Job Type: Full-time

Pay: $25.00 - $30.00 per hour

Expected hours: No less than 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Experience level:

• 2 years

Schedule:

• Day shift
• Monday to Friday

Application Question(s):

• What is your desired hourly pay rate?

Education:

• Associate (Preferred)

Ability to Commute:

• Sussex, WI 53089 (Required)

Ability to Relocate:

• Sussex, WI 53089: Relocate before starting work (Required)

Work Location: In person