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Senior Helpdesk Analyst

NEW YORK-10009, NY, US
02/14/2020

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Required Skills

Microsoft Suite, Microsoft SCCM

Company

Infinity Consulting Solutions, Inc

Experience

5 to 7 Year(s)

Job Description

Job Description:

The Senior Helpdesk Analyst role is the bridge between the customer and the rest of the IT department.
The Analyst will be responsible for providing technical support to all staff, deployment of Operating System images, security/software patches.

Other primary responsibilities will include desktop hardware and software troubleshooting, basic network support, user and computer account administration, troubleshooting and involvement in current and upcoming projects.

Responsibilities:

Address and resolve tier 1 and tier 2 level incidents and requests.

Interface with a ticket management system, track and escalate problems as necessary and assign appropriate support staff to solve problems in timely manner.

Escalate problems to the appropriate support teams.

Develop, maintain and deploy standard PC and Apple Mac system images.

Maintain and provision laptop, mobile devices, printers, projectors and other office equipment.

Provide training for end users as needed.

Assist with onboarding of new users.

Implement standards and procedures to quickly and efficiently provide problem determination and
resolution.

Performs other duties as assigned.

Requirements:

Proficiency in modern desktop Operating Systems and Microsoft Suite.

Solid knowledge on cloud collaboration technologies.

Experience with Imaging Apple Mac and Windows PCs for deployment to end users.

Experience with standardization guidelines through imaging and configuration management.

Must be knowledgeable and current on Information Technology trends and best practices.

Automate software application deployments utilizing scripting, batch files or other 3rd party remote management tools with minimal disruption to users.

Solid understanding of networks, TCP/IP protocol, firewalls, ports, DNS and DHCP.

Experience diagnosing issues with MS Office for Windows and Mac platforms.

Strong Knowledge of Mac OSX 10.X and Windows 10 in an Active Directory and enterprise environment.

Knowledge of VPN software client support and troubleshooting.

Remote Desktop and similar Remote-Control tools.

Knowledge of standard security guidelines.

Experience with the implementation and support of enterprise virus protection, security and patch management.

Experience managing and configuring wireless endpoints.

Basic understanding of GPOs and Windows Server environment.

Knowledge and abilities:

Ability to provide excellent customer service while representing the IT Dept. to the organization.

Strong Customer Service mentality and strong multitasking ability. Adaptable and flexible in stressful situations.

Must be dependable and punctual.

Excellent ability to document process and procedure.

Follow policies and procedures related to how problems are identified, received, documented, distributed and corrected.

Advanced troubleshooting, analysis, critical thinking and problem-solving skills while making difficult concepts easy to understand.

Ability to manage and prioritize multiple tasks with frequent interruptions, occasionally in urgent situations and meet deadlines.

Good verbal and written communication skills while supporting end users via phone, email, and/or in person.

Must be motivated, detailed-oriented and a team player with the ability to work in a fast-paced environment.

Self-motivated with the ability to work quickly and independently with minimal supervision.

Skills Desired:

Microsoft Office 365 & other Collaboration Tools.

JAMF Management.

Microsoft SCCM.

Zendesk Management.

Intune Configuration.

Education:

BS in Information Technology or equivalent or Information Systems Industry certifications.

Experience Required: 5+ years