IT Service Desk Analyst III

OVERVIEW

The IT Support Specialist is a mid-advanced position that serves as a point of escalation within the Help Desk department. This position will be responsible for several IT processes and will require the necessary mid to advanced technical and interpersonal skills to provide strong technical support in many areas of IT operations.

This will include day-to-day support, and strong familiarity with IT Security and Infrastructure, In addition, this position should have the necessary experience to provide standard ERP support. The position requires to be onsite at any of the primary warehouse/office locations or any other locations as deemed necessary.

The position will be responsible for 1 to 2, IT processes, and be assigned tasks and or projects from time to time by the Senior IT Manager as needed.

Responsibilities

TASK/SKILLS PROFICIENCY LEVEL RANGE CUSTOMER SERVICE

• MINDSET 1 TO 3
• Advanced: Low, Mid, High COMMUNICATION
• ABILITY TO COMMUNICATE WELL AND PROFESSIONALLY 1 TO 3
• Advanced: Low, Mid, High GOOD WORK ATTITUDE / ETHICS 1 TO 3
• Advanced: Low, Mid, High WORKS WELL WITH OTHERS 1 TO 3
• Advanced: Low, Mid, High COMPUTER HARDWARE
• LAPTOPS / DESKTOP BREAK-FIX 1 TO 3
• Advanced: Low, Mid, High MOBILE DEVICES (CELL PHONE, TABLETS) 1 TO 3
• Advanced: Low, Mid, High WORKGROUP OFFICE PRINTER 1 TO 3
• Advanced: Low, Mid, High ZEBRA PRINTERS 1 TO 3
• Advanced: Low, Mid, High SCAN DEVICE (HANDHELD) 1 TO 3
• Advanced: Low, Mid, High OFFICE 365 PRODUCTS (WORD, EXCEL, POWERPOINT) 1 TO 3
• Advanced: Low, Mid, High OUTLOOK
• MAILBOX 1 TO 3
• Advanced: Low, Mid, High EXCHANGE
• OUTLOOK ACCOUNT 1 TO 3
• Advanced: Low, Mid, High TICKET SYSTEM 1 TO 3
• Advanced: Low, Mid, High ASSET MANAGEMENT 1 TO 3
• Advanced: Low, Mid, High AZURE ACTIVE DIRECTORY 1 TO 3
• Advanced: Low, Mid, High ON-PREM ACTIVE DIRECTORY 1 TO 3
• Advanced: Low, Mid, High ONBOARDING PROCESS 1 TO 3
• Advanced: Low, Mid, High OFFBOARDING PROCESS 1 TO 3
• Advanced: Low, Mid, High MULTIFACTOR SECURITY PRODUCT (DUO SECURITY) 1 TO 3
• Advanced: Low, Mid, High VPN
• CISCO ANYCONNECT 1 TO 3
• Advanced: Low, Mid, High CITRIX
• WORKSPACE 1 TO 3
• Advanced: Low, Mid, High ONEDRIVE 1 TO 3
• Advanced: Low, Mid, High TEAMS 1 TO 3
• Advanced: Low, Mid, High REMOTE TOOLS 1 TO 3
• Advanced: Low, Mid, High ERP SYSTEMS (PRELUDE, SAGE, TRX, QUICKBOOK) 1 TO 3
• Advanced: Low, Mid, High WINDOWS SERVER 1 TO 3
• Advanced: Low, Mid, High NETWORK FIREWALL 1 TO 3
• Advanced: Low, Mid, High NETWORK ROUTER 1 TO 3
• Advanced: Low, Mid, High NETWORK SWITCH 1 TO 3
• Advanced: Low, Mid, High NETWORK PATCH PANEL / NETWORK PORT WALL JACK 1 TO 3
• Advanced: Low, Mid, High ACCESS POINT (WIFI) DEVICE 1 TO 3
• Advanced: Low, Mid, High FIELD TECHNICIAN
• SITE TO SITE SUPPORT (TRAVEL) 1 TO 3
• Advanced: Low, Mid, High USER ACCOUNT MANAGEMENT CLEARANCE 1 TO 3
• Advanced: Low, Mid, High (2) TWO
• IT SUPPORT PROCESS ASSIGNED (ONBOARDING, OFFBOARDING, ERP SYSTEMS) 1 TO 3
• Advanced: Low, Mid, High KNOWLEDGE BASE ARTICLES 1 TO 3
• Advanced: Low, Mid, High PROCESS AND PROCEDURE DOCUMENTATION 1 TO 3
• Advanced: Low, Mid, High MINIMUM QUALIFICATIONS: High school diploma or GED Microsoft Office 365 experience Tech savvy with working knowledge of Microsoft Office products Good understanding of computer systems, mobile devices, and other tech products Proficiency in English Excellent communication and interpersonal skills Customer-oriented and cool-tempered May be required to work 1 st and or 2 nd work schedule Moderate physical activity that requires handling and or lifting objects up to 25 pounds Some traveling is required to the different locations Knowledge of PCI standard compliance requirements is a plus, not a must ITIL Foundation Certification is a plus, not a must Network Troubleshooting Experience An extensive amount of experience in basic computer troubleshooting Experience with Active Directory (Account Creation, password reset, OneDrive) A+ / Network + / Security+/MCSA / MCSE are a plus, but not required