IT Helpdesk Analyst

Responsible for supervising the manufacturing and installation of computer or computer-related equipment and components.

**Major Job Duties**:

- Test and image desktops and laptops.
- Maintain, analyze, and troubleshoot, software and computer peripherals. Ability to setup, configure and add all hardware.
- Assist Corporate Desk Side Support technicians with large IMAC?s.
- Assure that all tickets requiring follow up work and/or calls receive appropriate attention.
- Provide technical support to end users via telephone.
- Back up and burn end user data.
- Assist in developing and documenting improvements to current processes.
- Assist coworkers in resolution of end users? technical issues.
- Assist coworkers in the execution of established processes and escalations.
- Test, image and clean PC?s,
- Laptop, monitors, printers, and other related hardware.

**Education/Experience**:

- High School Diploma or GED required.

**Entry level -**
- 2 years of hands-on technical knowledge of laptop and desktop design and software installation required.

**Skills and Competencies**:

- Familiar with standard concepts, practices, and procedures within a particular field.
- Relies on limited experience and judgment to plan and accomplish goals.
- Possess 1 to 2 years' experience in a break/fix environment.
- Able to lift and palletize heavy equipment. (PC’s, monitors, printers.)
- Strong verbal and written communication skills.
- A certain degree of creativity and latitude is required

**Is this position remote or in person?**
- Remote

**What will the primary day-to-day responsibilities entail for this person?**
- Will be using Clarify and going through open tickets to see what the delay of resolution is and actioning that to team leads and technicians.
- Communications
- Technical b/f background

**What will the work schedule be for this position? (M-F? 8-5? Overtime? Afterhours?)**
- M-F, 8-5. Possible OT

**Will there be OC (on call) or differentials?**
- No

**How many overall years of experience should this person have?**
- 3-5

**Do they need any specific certifications or education?**
- No
- If contract to hire what is the conversion rate?

**How many miles per day will the contractor be driving?**
- 0

**What is the exact work location or city, state, or zip?**
- Work from Home
- Immediately

**What issues have you had with this req in the past?**
- Finding a person who has ticketing background

**Will you utilize ClearVision for this role?**
- Yes and Clarify
- User will be working in Clarify to help escalate tickets and get them resolved. Must have technical background

**Job Types**: Full-time, Permanent

**Salary**: $17.00 per hour

Expected hours: 40 per week

Schedule:

- 8 hour shift
- Monday to Friday

**Experience**:

- ticketing systems: 3 years (preferred)
- Windows Remote Desktop: 3 years (preferred)
- Software troubleshooting: 3 years (preferred)
- Computer repair: 3 years (preferred)
- Computer hardware: 3 years (preferred)

**Language**:

- French (preferred)