Helpdesk Analyst

POSITION SUMMARY

The IT Helpdesk Support Analyst will provide first level support to end users of Timber Products’ computer systems. This position will provide courteous end-user technical support to maintain the functions of computer workstations, monitors, phones, printers and handheld devices across all TP facilities. This role will be responsible for answering and logging helpdesk trouble tickets in a Windows environment, as needed.

MAJOR TASKS: Receives and documents user problem calls and inquiries. Diagnoses, troubleshoots and resolves end user issues with desktop software and hardware. Contacts the appropriate members of IT staff to respond to more complex queries regarding other systems, as necessary. Remotely resolves customer problems via remote control software, account management and other tools.

Responsible for providing desk side support to end users for hardware and software issues when remote support is impractical. Provides exceptional customer service for reported issues. Researches and identifies reported problems and works towards quick and appropriate resolutions. Communicates effectively with users to determine and resolve common problems and requests in compliance with established service level agreements.

Assists with setup and provisioning of computers, laptops, tablets and associated software. Provides technical support including but not limited to; desktops, printers, phones, network, video conferencing and mobile devices. Responsible for identifying and remediating workstations infected with malicious code. Assists in supporting handheld & forklift-mounted inventory scanner hardware and software.

Assists with setup, provisioning, and troubleshooting of cellular phones and associated software. Assists with maintenance of the inventory tracking system for all IT hardware and software. Assists in requisitions, receipt, and deployment of new and replacement software/hardware as necessary to support customer needs.

Creates, tracks, and submits monthly departmental purchase card documentation. Ensures all purchases are accurately entered and coded in the IT budget. Participates in on-call rotation with other IT employees to provide after-hours support.

SKILL REQUIREMENTS: Experience in desktop support, helpdesk support or comparable position. Strong verbal and written communication skills. Must be able to communicate effectively and confidently with users, team members and management. Ability to research and diagnose system problems, which may include the evaluation of programming logic, databases, system output and other application issues.

Strong conceptual, analytical and problem solving abilities. Must be flexible and willing to undertake a wide variety of challenging tasks.