Helpdesk Analyst

Role Summary

The Technology Support Specialists role is to provide computer and software-based technical support, systems analysis and administration, and information services in a multi-vendor/multi-solution environment. This role is responsible for supporting all client Offices around the globe. Duties include break/fix requests, network infrastructure, information security, procurement, vendor management, VOIP, AV technology and special projects to improve the efficiency of IIE Team Members. Essential Functions

Job Duties:

• Setup, configure, and maintain PC hardware, software, and peripherals (phones, printers, etc.) in a multi-vendor (PC/Mac/Chrome) environment.
• Assist engineers with providing third level support, troubleshooting network and enterprise related issues. Research and recommend changes, upgrades, and advancements in technologies that support the Helpdesk and business goals.
• Develop, prepare, test and deploy workstation OS level images. Support and perform workstation and computer moves when required. Assist with ensuring the security of the corporate environment by managing and monitoring access control and anti-virus across different software and hardware packages. ·
• Ensure all support requests are well documented in the IT ticketing system, from the creation of the ticket to the successful resolution. Update, maintain and improve upon the IT knowledge base within the ticketing system. Maintain a daily log of work performed and submit reports and other paperwork as required.
• Assist with the creation and maintenance of processes and procedures for supporting cloud-based applications and platforms such as Office 365, Okta, Box, 8x8, etc. ·
• Coordinates all aspects of daily AV operations and service delivery including scheduling and maintaining operational readiness of the AV equipment. Provide level 2 support for Audio/Visual platforms. ·
• Interact professionally with clients exhibiting strong customer service skills. ·
• Track assets and inventory that has been distributed to end-users and ensure proper levels of inventory are available. ·
• Perform IT Procurement duties to include purchases, PO/Invoice, Vouchers, etc. This involves working directly with vendors, monitoring the status of open purchase orders, and resolving issues regarding PO to invoice discrepancies, returns, and quality issues with vendors.

Knowledge, skills and abilities here.

· CompTIA and/or Microsoft certification required, such as A+, Network+, MCP, etc.

· Extensive experience with PC support, systems administration, inventory management, service desk and a variety of other software platforms

· Demonstrated experience with AD, O365, Wi-Fi, VoIP, networking fundamentals, video conferencing fundamentals, A/V (sound), and printing

· Minimum 5 years’ experience with multi-vendor (PC/Mac/Chrome) PC hardware, peripherals and mobile devices configuration/deployment/support

· Strong customer service, analytical, and problem-solving skills with the ability to multi-task