IT Help Desk Analyst

Overview

First-level IT support handling incidents, service requests, and escalations.

Key Responsibilities

• ticket management
• 1st-level support
• remote support
• vpn administration
• network connectivity
• tier-ii escalation

Tasks

-Maintains ticket queues by actively communicating with customers and peers. -Identifies problems, troubleshoots and provides 1st level technical support for internal customers for the following: Windows 7 and above, Microsoft Office 2010 and higher, Internet Explorer, Hardware/Software conflicts, remote support via remote control tool (SCCM), VPN connectivity and/or administration, Network connectivity, Wireless connectivity, Telecom connectivity and synchronization, among other applications. (SAP, EDMS, etc.) -Escalates/Coordinates with 2nd level support with Tier II to resolve problems when necessary. -Assures smooth handling of individual problems from call-in through resolution. Practicing Total Contact ownership. -Assists peers with troubleshooting, SD processes and procedures. -Responds to inquiries and service requests for assistance with the organizations computer system or PC's via Phone, E-mail and chat queues.

Requirements

• a+
• associate it
• hdi
• itil
• ios
• windows

What You Bring

-A+ preferred. -Experience handling customer technical support calls. -Ability to effectively explain technical information to people with less technical knowledge. -Associates degree in Information Technology or equivalent -Protocol and OS Knowledge: -HDI Help Desk Professional or ITIL Foundations Required -Experience with IOS required -Experience with Windows operating systems is required. -Knowledge of hardware and software -Must be able to act with a sense of urgency and commitment to resolve issues under pressure -1-3 years working experience in a Service Desk Role -Ability to troubleshoot and solve problems independently by effectively leveraging provided tools. -Basic Network Administration

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About Fire Fighter Sales & Service Company

-Family‑owned and WBE‑certified, headquartered in Warrendale, PA, serving Pennsylvania, Ohio and West Virginia. -Delivers complete solutions including fire alarms, sprinkler systems, clean‑agent and industrial suppression, extinguishers, hood systems, emergency lighting, and vehicle/marine systems. -Also offers certified fire extinguisher training with live burn simulators and 24/7 emergency service coverage. -Works across sectors such as industrial facilities and government institutions as well as commercial, institutional and residential properties.

Sector Specialisms