IT Helpdesk Analyst

POSITION PURPOSE Provides technical and software support to Metromont Associates.  The individual in this position helps troubleshoot, analyze, prioritize, resolve, and/or facilitate issues to achieve a resolution for the associate.   RESPONSIBILITIES Troubleshoot general and company-specific hardware and software applications Provide technical support to internal and remote customers Resolve malware and virus infections Uphold company IT policies, procedures, and best practices Utilize ticket tracking software to assist end users with issues as they arise. Deploys computers to end users and ensures the correct software is installed on the pc. Setup user accounts and provide them with requested and approved permissions. Assist users with conference room usage. Troubleshoot office 365 and azure problems for end users. Troubleshoot printing issues for end users.   SCOPE OF AUTHORITY This position is under the direct supervisor of the Director of IT This position does not supervise others   CHARACTERISTICS (Knowledge, Skills, and Abilities) Minimum 1-2 years of prior help desk experience working with a ticket-tracking system Customer-focused with excellent communication (written and verbal) skills Strong organizational and prioritization abilities Self-motivated and a willingness to learn new skills Experience troubleshooting Windows 10 (and newer) operating systems and Office 365 business applications; prior experience with Server 2008, 2012, 2016,2019 Experience in Active Directory Experience troubleshooting basic network issues.   EDUCATION AND TECHNOLOGY Previous experience working in a helpdesk environment. Must encompass a supportive understanding of computers, Windows operating systems, and Microsoft applications                                                                                                   WORK ENVIRONMENT / SCHEDULE Typically works inside in an office environment; some work in our plant environment may be required Monday - Friday, 8am – 5pm; some projects and support requests may require after-hours and/or weekend work.