Helpdesk Analyst
About The Position
This role provides phone-based and remote technical support to approximately 175 clients using the ConnectWise ticketing system. Responsibilities include troubleshooting issues related to printers, network connectivity, and Windows 11, as well as supporting VPNs and managing Active Directory accounts (e.g., password resets and account unlocks). After training, the individual may travel to client sites to deliver onsite support for issues that cannot be resolved remotely, including network and server troubleshooting. The role also involves meeting with clients, coordinating and following up on service orders, maintaining detailed documentation, supporting DHCP/DNS, performing limited SQL-related tasks, and collaborating with third-party vendors.
Requirements
- Good understanding of operating systems, business applications printing systems, and network systems.
- Windows 10, 11, and Server, Microsoft 365, Active Directory.
Nice To Haves
- CompTIA A+ and Network+ preferred.
- Prior related IT experience helpful but not required.
Responsibilities
- Troubleshooting issues related to printers
- Troubleshooting issues related to network connectivity
- Troubleshooting issues related to Windows 11
- Supporting VPNs
- Managing Active Directory accounts (e.g., password resets and account unlocks)
- Deliver onsite support for issues that cannot be resolved remotely, including network and server troubleshooting
- Meeting with clients
- Coordinating and following up on service orders
- Maintaining detailed documentation
- Supporting DHCP/DNS
- Performing limited SQL-related tasks
- Collaborating with third-party vendors
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Career Level
Entry Level
Education Level
No Education Listed
