IT Helpdesk Analyst I
Dietz & Watson, located in Philadelphia PA, is looking for a Helpdesk Analyst I to join their team. This position reports to the IT Manager. This is primarily an on-site role with some flexibility to work from home one to two days a week.
This frontline position supports a wide variety of systems and applications with a focus on monitoring the helpdesk queue and phones, providing end-users help remotely and on-site. Take ownership of support requests, adhering to SLAs, seeing tickets through to completion. Participate in the weekly on-call rotation (after a few months of learning the environment). Act as an ambassador of the department while working with all employees in a professional manner. Ability to work independently as well as part of a team. Previous experience working in a 24x7x365 manufacturing environment a plus!
Qualifications
- Excellent written and verbal communication skills, including proficient typing, grammar, and spelling.
- General knowledge of computer hardware, networks, operating systems, mobile devices, printers, scanners, audio/visual equipment, and software troubleshooting in a corporate environment.
- Experience supporting users remotely, over the phone, and in person.
- Previous support for Windows 10/11, MacOS, Android, and iOS in a corporate environment.
- Troubleshooting issues with MS Office, Adobe Acrobat and Creative Suite, AutoCAD, web browsers, and other software applications.
- Experience with creating and maintaining documentation.
- New hire orientation - able to present to new hires in person or over a video conference.
- Onboarding and Offboarding users and configuring equipment.
- Experience with active directory, creating users and groups.
- Valid driver's license with reliable transportation is required. May need to visit other sites in MD, PA and NY.
- Other duties as assigned
Physical Requirements
- Bending, Twisting, Reaching
- Walking, sitting or sitting for long periods of time
- Lifting up to 40 lbs.
- Use of both hands and arms
- Work in cold temperatures of -10 to 32 degrees Fahrenheit