Service Desk Analyst

Job purpose 

In this role, you will provide maintenance of the computer desktop environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the internal users. You will be responsible for administration and internal support of the Company’s PCs, printers, servers, and related equipment. Tasks include end user support, license tracking, performing PC maintenance, upgrades and configurations. 

Duties and responsibilities 

• Provide helpdesk support and resolve problems to the end user’s satisfaction
• Monitor and respond quickly and effectively to requests received through the IT helpdesk
• Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
• Modify configurations, utilities, software default settings, etc. for the local workstation
• Utilize and maintain the helpdesk tracking software
• Document internal procedures
• Assist with onboarding of new users
• Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment
• Install, test and configure new workstations, peripheral equipment and software
• Maintain inventory of all equipment, software and software licenses
• Report issues to the Help Desk Supervisor for escalation
• Manage PC setup and deployment for new employees using standard hardware, images and software
• Assign users and computers to proper groups in Active Directory
• Perform timely workstation hardware and software upgrades as required

Essential Skills and Experience

• High school diploma or equivalent
• Two years minimum help desk experience
• Windows 7 desktop troubleshooting

Preferred Skills and Experience

• Technical Certificate or Associates Degree preferred
• A+ and or Net+ certification
• Cat5/6 cable termination and troubleshooting experience
• Scissor Lift/Boom Lift experience 

Working conditions

Able to work in a manufacturing environment in support of production lines.

Physical requirements

Work in this classification is considered medium physical work requiring the exertion of up

to 40 pounds of force occasionally and up to 20 pounds of force frequently, and up to 10 pounds

of force constantly to move objects. Clear driving record required.  Required to utilize scissor and boom lift.