IT Helpdesk Support Analyst (7496)

Are you looking for an opportunity with plenty of growth potential? Do you enjoy working in an exciting, fast-paced, collaborative environment? Are you interested in working with the world’s most innovative companies to create a more connected world?

Connecting Continents. Impacting Communities.

The backbone of the Internet is a series of high-tech subsea fiber optic cables deployed throughout the globe - SubCom has deployed over 50% of them. Our employees ensure data communications networks are engineered, manufactured, deployed to the highest standards, enabling faster and more reliable connectivity to communities worldwide. Every member of the SubCom team plays a role in an end-to-end process that is critical to enterprises, governments, big cities, and rural towns.

We encourage, expect, and value creativity, thoughtful risk taking, openness to change, and diverse perspectives. Whether you’re a seasoned applicant seeking a new and exciting challenge, or you’re new to the workforce and looking for a flexible, rewarding, and fast-paced position with an innovative and stable organization (since 1953), SubCom has opportunities to advance your career.

Position Overview

The Help Desk Support Analyst is a full-time, on-site position and a key member of the IT Service Delivery team. This role provides primarily Level 2 technical support, desktop support, and customer service to SubCom employees, contractors, and authorized vendors.

The position is primarily responsible for supporting end users and technology within SubCom's Newington, New Hampshire facilities. As a member of the broader IT Service Delivery team, the Help Desk Support Analyst will also assist with support for users located in Baltimore, Maryland; Eatontown, New Jersey; remote locations throughout the United States and internationally; SubCom's Madrid office; and aboard the company's fleet of cable ships.

The Help Desk Support Analyst provides hands-on and remote support for Windows 11 computers, desktop hardware and peripherals, business applications, Microsoft 365, Microsoft Teams conference rooms, printers, mobile devices, and specialized technology used within SubCom's office and production environments. The position is responsible for troubleshooting and resolving incidents and service requests, documenting solutions, and escalating issues to other IT teams or vendors when necessary.

The successful candidate will have strong technical troubleshooting skills, excellent customer service and communication skills, and the ability to independently diagnose and resolve a wide variety of end-user technology issues in a fast-paced business and production environment.

Responsibilities

• Provide Level 2 technical and desktop support for employees, contractors, and authorized vendors, with primary responsibility for SubCom's Newington, NH facilities.
• Provide remote technical support as needed for SubCom users in Baltimore, MD; Eatontown, NJ; remote locations throughout the United States and internationally; the Madrid office; and SubCom's fleet of cable ships.
• Diagnose, troubleshoot, and resolve incidents and service requests involving Windows 11 operating systems, desktop and laptop computers, applications, network connectivity, user accounts, peripherals, mobile devices, and other end-user technologies.
• Provide hands-on hardware support for SubCom's end-user computing environment, consisting primarily of Dell desktop and laptop computers, docking stations, monitors, and related peripherals, as well as a limited number of Apple devices.
• Install, configure, troubleshoot, maintain, and replace Windows 11 computers and associated hardware. Assist with operating system deployments, hardware refreshes, software installations, updates, security configurations, and lifecycle replacement activities.
• Support Microsoft 365 applications and services, including Outlook, Teams, OneDrive, and other commonly used productivity applications.
• Provide technical support for Microsoft Teams conference rooms and associated audio/video equipment, including displays, cameras, microphones, speakers, touch-panel controllers, and other conferencing peripherals. Troubleshoot meeting, connectivity, audio, video, and equipment issues.
• Install, configure, troubleshoot, and support HP printers and multifunction devices, including network connectivity, print queues, drivers, scanning, and coordination with managed print service providers when vendor assistance is required.
• Support specialized IT and Production Support equipment located throughout SubCom's manufacturing and operational environments. Work closely with Production, Engineering, Facilities, vendors, and other IT teams to troubleshoot equipment connectivity, workstation, peripheral, and network-related issues while minimizing disruption to business and production operations.
• Resolve assigned incidents and service requests in a timely manner and maintain accurate documentation of troubleshooting activities, communications, resolutions, and ticket closures within the company's IT Service Management system.
• Serve as an advocate for the customer by taking ownership of technical issues, communicating status and next steps, coordinating with other IT teams and vendors, and helping ensure issues are driven through resolution.
• Perform employee and contractor onboarding activities, including preparation and deployment of computers, accounts, applications, peripherals, and other standard technology required for new users.
• Perform offboarding activities, including recovery of company-owned computers and equipment, removal of system access, and coordination of application and software license recovery as required.
• Assist with the inventory, deployment, replacement, relocation, and lifecycle management of desktop computers, laptops, monitors, docking stations, printers, mobile devices, and other IT assets.
• Maintain accurate and current Service Delivery procedures, troubleshooting guides, knowledge articles, equipment documentation, and system architecture documentation.
• Participate in IT projects and initiatives, including hardware refreshes, software deployments, office and facility projects, infrastructure upgrades, security initiatives, and other Service Delivery activities.
• Take ownership of assigned project tasks and initiatives, proactively identifying issues or roadblocks and providing regular progress updates to management and project stakeholders.
• Work collaboratively with other members of IT Service Delivery, Infrastructure, Networking, Information Security, Applications, and external service providers to diagnose and resolve technical issues.
• Provide support for critical business and production-related incidents and participate in after-hours or weekend support on an emergency basis when required.
• Participate in Service Delivery team meetings, process improvement activities, knowledge sharing, and initiatives designed to improve the quality, consistency, and efficiency of IT support services.
• Identify recurring technical issues and opportunities for improvement, and recommend solutions that improve the end-user experience, reduce repeat incidents, and increase Service Delivery efficiency.
• The Help Desk Support Analyst will provide support across a diverse IT environment that includes:
  • Microsoft Windows 11 desktop and laptop computers
  • Dell laptops, desktops, docking stations, monitors, and peripherals
  • Limited Apple hardware and macOS support
  • Microsoft 365 applications and services
  • Microsoft Teams and Teams-enabled conference rooms
  • HP network printers and multifunction devices
  • Mobile devices and tablets
  • Wired, wireless, VPN, and remote connectivity
  • Desktop and application deployment technologies
  • User account and access management
  • Specialized production and manufacturing technology
  • IT equipment supporting SubCom's offices, remote workforce, and fleet of cable ships
  • IT Service Management and ticketing systems
• Because SubCom operates in office, manufacturing, remote, international, and maritime environments, the Help Desk Support Analyst must be comfortable supporting a broad range of technologies and working with users who have varying technical requirements and levels of experience.