Technical (Help Desk) Support Analyst

Core Responsibilities:

• Support all PC workstations throughout the organization and provide technical support to the user community.
• Lead PC replacement plan project for local division(s)
• Support local telephone and voicemail system.
• Daily maintenance and problem resolution via Corporate Helpdesk, operating system patches and software upgrades, and routine hardware configuration.
• Participate in key projects related to security, OS upgrades, active directory and other network/data center improvements in compliance with IT security standards and policies.
• Able to assess current needs and requirements and develop roadmap for solution(s).
• Support the end user with Office 365 & MFA application(s).
• Create / Disable Active Directory accounts and e-Mail accounts, assist with e-Mail on mobile devices.
• Build relationships with internal customers, become knowledgeable of divisional projects, and assist with developing plans to address future project and IT-based business needs.
• Support all PC workstations throughout the organization and provide technical support to the user community.
• Actively participate on all site teams and activities including Zone Leadership, corporate audits, self-audits and BES/continuous improvement events.
• Responsible for providing user training for new users, maintaining network security, and performing updates.
• Manage network of computers and networked and stand-alone printers.
• Support all users at all locations as time permits.

Qualifications:

• 3-5 years of experience in Level 1 & 2 technical support role.
• Experience in Office 365 & MFA application and operation.
• Ability to communicate ideas in both technical and user-friendly language.
• Self-motivated and directed, keen attention to detail and customer service orientation. Project management, research, analytical and creative problem-solving abilities.
• Effective written, oral and interpersonal communication skills are critical.
• Strong Team Player and ability to work in a fast - paced deadline driven environment.
• Previous responsibility for providing customer support.
• Ability to meet deadlines.
• Experience with relational databases, project management, SaaS applications and ERP systems.

• Bachelors' degree or the equivalent in work experience required
• CompTIA A+ Service or Network certifications or the equivalent in work experience required.