HelpDesk Analyst

Job Description

Salary: $37,440.00-$40,000.00

HelpDesk Analyst

About QualityIP: QualityIP is one of the fastest-growing technology companies in the IT support industry. We offer comprehensive IT department services, including HelpDesk Support, Cloud Services, Onsite Staffing, Virtual CIO, Procurement, and IT Planning. Our collaborative approach ensures that we provide the best-fit technology solutions to meet our customers business objectives.

Position Overview:Analysts are responsible for supporting customers & other members of the HelpDesk team by assisting, assignment, troubleshooting and resolution of Tier 1 & 2 service desk tickets as well as providing superb remote support in a timely fashion.

Key Responsibilities:

Help monitor and support the IT HelpDesk ticket queue

Ensures unimpeded communication between workstations, laptops and servers

Answer calls placed to the Service Desk, gather information, and create tickets from the information gathered

Prepare new hire computers with all necessary hardware and software components and create their accounts in a timely manner

Maintain and support Microsoft Office 365 mailboxes, addresses, and basic mail flow

Resolve issues and assigned tasks with an analytical, process-oriented approach that aligns to internal service level agreements

Support the operation and setup of the phone system handsets and headsets

Support home and traveling employees, as well as training customers via remote login and phone

Support the operation of computer peripherals such as printers, scanners, and mobile devices

Other tasks as assigned

Qualifications and Skills:

Working knowledge and experience working with an incident ticketing system

Remote access technology

Troubleshooting Windows

Excellent organization & time management skills

Ability to work with little or no supervision

Ability to work in a fast-paced environment

Excellent verbal and written communication skills

High School degree / GED required or higher

1-3 years of relevant experience preferred

Demonstrated understanding of a business technology environment, including hardware and software, trouble ticketing systems, collaboration tools, etc.

Must be knowledgeable in personal computer operation, desktop operating systems and productivity applications

Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future

Benefits:

Competitive salary.

Medical Mutual health insurance with HSA & ancillary benefits.

John Hancock Retirement Account - Simple IRA with 3% company match.

Flexible schedule.

Paid Time Off.

Training reimbursement - 100% company-paid course materials and testing fees.

Company apparel provided at no cost.

If you have exceptional organizational skills and thrive in a high-profile team environment, we would love to meet you!

Full-time