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Remote
Job Summary
Escalate higher-level issues appropriately to achieve KPI goals. Suggest policies, projects, and technical changes improve the IT experience for end users, achieve optimal IT performance, and optimize IT use toward profitability.
RESPONSIBILITIES OF IT HELP DESK ANALYST I
- Consistently adhere to Good Manufacturing pieces of training, safety regulations, and Standard Operating Procedures.
- Receives and logs incidents, requests, problems, and change issues from the End User into our internal ticketing system.
- Analysis and assigning priorities to tickets from the End User to ensure the correct level of urgency.
- Processes and monitors logged tickets, liaising with internal IT groups where necessary to successfully resolve and close tickets promptly.
- Adheres to IT Help Desk best practices regarding availability and ensures all End User issues are addressed quickly.
- Builds an excellent working knowledge of the IT environment to achieve higher levels of “first-time fix” for End User issues.
- Communicate with Vendors for End User support needs.
- Required Competencies & Knowledge: Knowledge of:
- Technical knowledge of a variety of systems:
- Windows Desktop, Active Directory, Terminal Services
- Citrix Remote and MyDesktop environments
- Remote Connectivity equipment, such as TeamViewer, VNC, or other IP-based options
- Ticketing systems, such as ServiceNow or SysAid
- Microsoft Office 2016 and 2019
- Microsoft O365
- Kronos
- Ability to learn and support other essential business software and hardware
- Working knowledge of IT best practices, including security protocols and policies
- Familiarity with office automation tools, like printers, scanners, and copiers.
- Familiarity with tools and applications used in a manufacturing environment, including label printers, scanners, process control interfaces
- Ability to:
- IT Help desk analyst must maintain and administer a high volume of tasks
- Adapt to new conditions and challenges as circumstances demand
- Stay abreast of technology: new and emerging developments in the field of Information Technology
- Communicate effectively both verbally and in writing.
- Document effectively
- Ensure correlative relationships with industry, trade, other associations, regulatory agencies, and Hearthside staff.
- Work proactively with all levels of the organization
- Lead ‘best in class’ behaviors with a focus on quality, safety, and policy focus.
- Work Environment:
Work can be done in an office setting, OR can be done remotely
Minimal production environment exposure, which includes noise, dust, moving machinery, forklifts, and fluctuations in temperature
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Minimum Qualifications of IT Help Desk Analyst
- 1+ years’ experience in a help desk service role, systems administration role, or overall equivalent
- A graduate degree in Computer Science or a related field is favored.
Must Read: How to Find Entry-Level Remote Jobs
Remote IT Jobs and Top-Paying jobs
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