Help Desk Analyst III

The employment opportunity is contract to permanent position.

• Handle the process of onboarding new team members, including processing forms and submitting PC requests for imaging and deployment
• Manage exits by disabling accounts, coordinating equipment retrieval, and consulting managers about access
• Take responsibility for Cell Phone Fleet Management, including handling phone orders and replacements
• Oversee Printer Fleet Management, which involves managing requests for new equipment and replacements
• Organize and manage tickets, dividing work into specific priorities and addressing issues of varying complexity promptly
• Communicate effectively with associates for clarification or updates
• Prioritize simpler issues, while delegating more time-intensive tasks to appropriate team members
• Escalate complex issues to Tier 2/3 support teams when necessary
• Monitor and manage the ticket queue regularly
• Oversee software installation through Intune, and manage the transition of Intune software
• Handle the process of exits and retrieval of assets by communicating with people and ensuring the process is followed. • Proficiency in Cisco Technologies, including a thorough understanding of networking and security protocols.
• Experience with Citrix Technologies, including the ability to deploy, manage, and troubleshoot virtual environments.
• Familiarity with Mac Computers, including the ability to diagnose and resolve hardware and software issues.
• Strong knowledge of Microsoft products, particularly Office Suite and Windows operating systems.
• Expertise in Active Directory, including user and group management, and applying security permissions.
• Ability to manage and troubleshoot Apple Devices, including iPhones, iPads, and Mac computers.
• Solid understanding of Computer Hardware, with the ability to diagnose and resolve hardware problems.
• Experience in Configuration Management, including the ability to manage and maintain hardware and software configurations.
• Demonstrated skill in managing Deployments, including planning, executing, and troubleshooting software and hardware deployments.
• Proficiency in ITSM Tools, including the ability to use these tools for incident management, problem management, change management, and service requests.