Help Desk Analyst IV
AMSOIL INC. has an exciting opportunity as a Help Desk Analyst IV. In this Senior Level role, you will ensure proper IT equipment operation so end users can accomplish business tasks within the established service level objectives. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. This position reports on-site at the AMSOIL Center located in Superior, Wisconsin.
Core Responsibilities:
Monitor, assign, document, and prioritize incoming help desk requests
Evaluates alternatives to recommend solutions involving highly complex issues or problems.
Makes decisions beyond prescribed guidelines that consider business impact.
Demonstrates intimate and specialized expertise within the function or business.
Participates in the development of standards and strategies.
Develops and manages project plans.
Develops and implements procedures in response to changes in objectives or policies.
Recommends new policies.
Manages process to achieve plan.
Provides guidance to other and/or leads small project teams.
Research, and resolve assigned requests by directly assisting end users, and by utilizing resources such as the Solutions Database, vendor support pages, and other internet resources
Configure and deploy desktop, notebook, tablet, and printers to new or existing users
Facilitate system reconnections and deploy software peripherals as requested
Ensure customer requests are properly documented and AMSOIL assets are properly maintained in call management system (Manager Engine)
Maintain inventory of spare IT equipment and other spare parts and peripherals including replenishment of spares and IT shipping/receiving
Position Requirements:
Associates Degree in related field
8 or more years of related experience.
Or an equivalent combination of education and experience sufficient to perform the essential functions of the job
Knowledge of basic computer hardware and software systems
Knowledge of desktop and server operations systems
Experience with Active Directory
Ability to effectively communicate ideas in both technical and user-friendly language
Strong project management skills, leadership, and mentoring capabilities are demonstrated at this level.
Strong customer service orientation
Able to lift 50 lbs.
Preferred Requirements:
Experience with Zoho products such as Manage Engine, Desktop Central, and AD360
Experience with Microsoft Office 365
Other Details:
Salary
$75,000 - $88,900
Actual compensation based on experience and skills
Schedule
Monday – Friday
8:00am- 5:00pm
This is on onsite position