Help Desk Analyst

Daisy Brand is currently looking for a junior to mid-level (Field) Service Desk Technician. Primarily, the candidate will support local branch end users and related endpoints. Remote support will include our corporate office, sales force, and other manufacturing plants. Candidate should also be willing to travel occasionally (1-3 trips per year) to support other locations.

Day to day responsibilities include: Maintaining ticketing queue, applications support, basic networking, and troubleshooting/ configuration of end point devices throughout the facility. This person will also assist other team members (located at other facilities around the country) in the process of troubleshooting system wide issues, along with execution of companywide technical initiatives. Prior involvement with backup and recovery efforts, provisioning and or deployment of new technologies is a plus.

RESPONSIBILITIES:

• Proactively monitor network infrastructure and respond rapidly to issues
• Serve as primary contact for local pc, server, and network technologies
• Configure and deploy workstations, servers, and network hardware
• Work as Help Desk/Desktop Support staff to address reported issues and act as onsite support for IT projects
• Update progress and resolution for reported issues within ticketing system
• Create and update technical and end user training materials
• Provide high quality support to end users

REQUIREMENTS:

• Self-motivated, energetic, organized, and customer service focused
• Communicate effectively to end user and other IT team members
• Degreed professional or equivalent current certifications with demonstrable experience in supporting and troubleshooting Windows in AD environments using published and learned best-practices
• Proven record of supporting and provisioning technical solutions
• Possess a drive to learn and teach
• Possess effective troubleshooting skills, be methodical and detail oriented
• Possess desktop and desktop peripheral troubleshooting skills and techniques needed to solve complex issues (printing, applications, networking)
• Technical knowledge of cabling installation and troubleshooting
• Candidate must be able to carry out physical requirements of the job including the racking (lifting) of equipment, along with the traversal of ladder and elevated environments.

PREFERENCES (familiarity with):

• Fresh Service - Helpdesk software
• Smart devices -iPhone /iPad/ Android
• Printer/Print server support
• Microsoft Cloud Technology- Intune, Azure AD, O365
• Computer- Lenovo ThinkPad / HP
• Messaging - Microsoft Exchange
• Collaboration - Microsoft SharePoint
• Backup and recovery software- Acronis and Avamar
• Switches and routers - Cisco and Brocade