- Strong communication skills and professionalism (will be working with executives)
- 3-5 years of hands-on experience working in an end-user desktop support role or computer operations environment required.
- Microsoft Office 365
- Windows 10 – Windows 11
- Windows Server 2012 and above
- Remote Desktop support
- Active Directory on premise and hybrid thru Azure AD
- Patch management
- Antivirus software support
- Advanced printer / peripheral device troubleshooting
- TCP/IP, DNS and DHCP
- Remote support for handheld smartphones and tablets
- Zendesk Ticketing System experience
- Provide exceptional customer service in person, via phone and email as appropriate.
- Resolve help desk issues including troubleshooting hardware and software issues.
- Perform user administration duties.
- Perform onboarding of new employees locally and remotely.
- Perform offboarding of employees.
- Build laptops and desktops for new users and replacements due to failure.
- Test and install computer systems and software.
- Maintain inventory of computers and peripherals
- Maintain IT documentation.
- Travel on occasion to local and remote Branch Offices.
- Manage physical and virtual VOIP phones.
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Help Desk Analyst - Bala-Cynwyd, United States - Insight Global
Description
Requirements:
Plusses:
Summary: Insight Global is seeking a Help Desk Analyst to provide on-site support in Bala Cynwyd, PA for a mortgage company. The primary responsibility of this role is to assist loan officers and high-level executives with various IT-related issues and provide exceptional customer service. We are seeking an IT professional who possesses a deep passion for all things IT, along with excellent communications skills and a high level of professionalism.
This Help Desk Analyst will be joining a team of 2 others (1 Senior Help Desk and 1 Application Support) and will be responsible for assisting users. This Help Desk Analyst will provide front-line primary technical support to end users on various technical issues and problems relating to hardware, software, and peripherals. They will also be responsible for responding to, documenting and resolving service tickets in a timely manner according to SLA. The IT Helpdesk Analyst must have excellent problem-solving skills in order to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to appropriate IT senior analysts.
The Helpdesk Analyst will also perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention. This position will support multiple platforms including desktops, laptops, mobile devices and videoconferencing equipment. This position may require independent work, sharing information and assisting others with work orders.
Responsibilities:
