-Holtec Security International - Helpdesk Analyst

Description:
HSI is excited about our continued growth and are seeking a someone to fill the position of Helpdesk Analyst to support our team in offering excellent technical support to our clients. The successful candidate will have working knowledge of Microsoft Windows environments, Active Directory, DHCP, PC hardware, remote access, and remote support. Candidates must also possess excellent interpersonal, verbal, and written communication skills, documentation skills, and perform with minimal supervision.

Tasks and responsibilities include:

• Troubleshooting and resolving hardware & software issues in a timely manner
• Record all client inquiries in ticketing system; from initial call to incident resolution
• Perform on-site troubleshooting of hardware
• Perform new software/hardware installations, configurations, and upgrades
• Install, Configure, & Support MS Office Products
• Serve as the point of contact for laptop and Chromebook break/fix issues
• Maintains the integrity of workstations
• Office365 Administration
• Assist customers in gaining access to various systems
• Ability to understand & articulate root cause on client issues
• Work closely with the team to resolve or properly close aging tickets
• Manage individual queue of tickets and respond, document, and close in a timely manner.
• Ensure the highest level of customer satisfaction

Qualifications:

• Previous experience providing support in a Helpdesk role.
• Degree in Computer or related field is a plus.
• Excellent analytical abilities, project, and time management skills, with ability to work on multiple projects simultaneously.
• Active Directory Experience

• Experience troubleshooting Windows 7 and 10 Desktop Operating Systems

• Experience with Remote Support software

• Excellent oral and written communication skills; including the ability to interact with people at various levels.