IT Service Desk Analyst III
OVERVIEW:
The IT Support Specialist is a mid-advanced position that serves as a point of escalation within the Help Desk department. This position will be responsible for several IT processes and will require the necessary mid to advanced technical and interpersonal skills to provide strong technical support in many areas of IT operations. This will include day-to-day support, and strong familiarity with IT Security and Infrastructure, In addition, this position should have the necessary experience to provide standard ERP support. The position requires to be onsite at any of the primary warehouse/office locations or any other locations as deemed necessary. The position will be responsible for 1 to 2, IT processes, and be assigned tasks and or projects from time to time by the Senior IT Manager as needed.
Responsibilities and Skills Set:
TASK/SKILLS
PROFICIENCY LEVEL RANGE
CUSTOMER SERVICE – MINDSET
1 TO 3 – Advanced: Low, Mid, High
COMMUNICATION – ABILITY TO COMMUNICATE WELL AND PROFESSIONALLY
1 TO 3 – Advanced: Low, Mid, High
GOOD WORK ATTITUDE / ETHICS
1 TO 3 – Advanced: Low, Mid, High
WORKS WELL WITH OTHERS
1 TO 3 – Advanced: Low, Mid, High
COMPUTER HARDWARE – LAPTOPS / DESKTOP BREAK-FIX
1 TO 3 – Advanced: Low, Mid, High
MOBILE DEVICES (CELL PHONE, TABLETS)
1 TO 3 – Advanced: Low, Mid, High
WORKGROUP OFFICE PRINTER
1 TO 3 – Advanced: Low, Mid, High
ZEBRA PRINTERS
1 TO 3 – Advanced: Low, Mid, High
SCAN DEVICE (HANDHELD)
1 TO 3 – Advanced: Low, Mid, High
OFFICE 365 PRODUCTS (WORD, EXCEL, POWERPOINT)
1 TO 3 – Advanced: Low, Mid, High
OUTLOOK - MAILBOX
1 TO 3 – Advanced: Low, Mid, High
EXCHANGE – OUTLOOK ACCOUNT
1 TO 3 – Advanced: Low, Mid, High
TICKET SYSTEM
1 TO 3 – Advanced: Low, Mid, High
ASSET MANAGEMENT
1 TO 3 – Advanced: Low, Mid, High
AZURE ACTIVE DIRECTORY
1 TO 3 – Advanced: Low, Mid, High
ON-PREM ACTIVE DIRECTORY
1 TO 3 – Advanced: Low, Mid, High
ONBOARDING PROCESS
1 TO 3 – Advanced: Low, Mid, High
OFFBOARDING PROCESS
1 TO 3 – Advanced: Low, Mid, High
MULTIFACTOR SECURITY PRODUCT (DUO SECURITY)
1 TO 3 – Advanced: Low, Mid, High
VPN – CISCO ANYCONNECT
1 TO 3 – Advanced: Low, Mid, High
CITRIX - WORKSPACE
1 TO 3 – Advanced: Low, Mid, High
ONEDRIVE
1 TO 3 – Advanced: Low, Mid, High
TEAMS
1 TO 3 – Advanced: Low, Mid, High
REMOTE TOOLS
1 TO 3 – Advanced: Low, Mid, High
ERP SYSTEMS (PRELUDE, SAGE, TRX, QUICKBOOK)
1 TO 3 – Advanced: Low, Mid, High
WINDOWS SERVER
1 TO 3 – Advanced: Low, Mid, High
NETWORK FIREWALL
1 TO 3 – Advanced: Low, Mid, High
NETWORK ROUTER
1 TO 3 – Advanced: Low, Mid, High
NETWORK SWITCH
1 TO 3 – Advanced: Low, Mid, High
NETWORK PATCH PANEL / NETWORK PORT WALL JACK
1 TO 3 – Advanced: Low, Mid, High
ACCESS POINT (WIFI) DEVICE
1 TO 3 – Advanced: Low, Mid, High
FIELD TECHNICIAN – SITE TO SITE SUPPORT (TRAVEL)
1 TO 3 – Advanced: Low, Mid, High
USER ACCOUNT MANAGEMENT CLEARANCE
1 TO 3 – Advanced: Low, Mid, High
(2) TWO - IT SUPPORT PROCESS ASSIGNED (ONBOARDING, OFFBOARDING, ERP SYSTEMS)
1 TO 3 – Advanced: Low, Mid, High
KNOWLEDGE BASE ARTICLES
1 TO 3 – Advanced: Low, Mid, High
PROCESS AND PROCEDURE DOCUMENTATION
1 TO 3 – Advanced: Low, Mid, High
MINIMUM QUALIFICATIONS:
High school diploma or GED
Microsoft Office 365 experience
Tech savvy with working knowledge of Microsoft Office products
Good understanding of computer systems, mobile devices, and other tech products
Proficiency in English
Excellent communication and interpersonal skills
Customer-oriented and cool-tempered
May be required to work 1st and or 2nd work schedule
Moderate physical activity that requires handling and or lifting objects up to 25 pounds
Some traveling is required to the different locations
Knowledge of PCI standard compliance requirements is a plus, not a must
ITIL Foundation Certification is a plus, not a must
Network Troubleshooting Experience
An extensive amount of experience in basic computer troubleshooting
Experience with Active Directory (Account Creation, password reset, OneDrive) A+ / Network + / Security+/MCSA / MCSE are a plus, but not required