IT Help Desk Analyst
The IT Help Desk Analyst will report to the Director of Information Technology provide entry to mid-level support for all Peruvian Connection staff. The IT Help Desk Analyst will be the first point of contact to troubleshoot and resolve issues related to hardware, software, network connectivity, remote access, and all other support related requests. This role will also be responsible for asset management, Active Directory administration, and defined computer equipment maintenance.
Essential Duties and Responsibilities
Major responsibilities of the position are listed below. To perform the job successfully, the individual must be able to execute each essential duty satisfactorily. Other duties, assignments and specific projects may be assigned at the discretion of executive management.
· Maintain and work within a service desk ticketing and asset management system to resolve issues in accordance with pre-defined SLA’s.
· Answer incoming IT support-related calls from the staff and aim to resolve these tickets over the phone or teams.
· Manage and resolve user tickets received via email.
· Provide deskside support to end users.
· Setup and maintenance of end user computer and peripheral equipment.
· Administration of user accounts.
· Maintain software in association with patching and environment management.
· Provide recommendations for new software / hardware.
· Microsoft Office 365 Account Setup, Support, Password Resets etc.
· Windows 10; PC Laptop, Desktop and Mobile Device support.
· MacOS; MacBook support.
· Collaboration tools including Microsoft Teams.
· Remote support toolsets.
· Routine maintenance tasks including but not limited to network, Windows and MacOS.
· Routinely engage and collaborate with external partners.
· Provide on-call support for emergency business-critical IT related issues.
Education and Experience
Knowledge, Skills, and Abilities
Physical Demands and Work Effort
Job Type: Full-time
Pay: $20.00 - $25.00 per hour
Expected hours: 40 per week
Benefits:
Experience level:
Schedule:
Work Location: In person
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