Help Desk Analyst

Socket.dev; Town of Mukwonago (WI); On-site; USD 45,000 - 65,000; Full time

Job summary

Socket.dev is seeking an IT Help Desk Technician to resolve hardware and software issues for end users in a fast-paced environment. You will respond to inquiries, triage tickets, and coordinate repairs while maintaining security and confidentiality of customer and bank information.

You will build and configure endpoint systems, perform remote troubleshooting, and educate users on technology solutions. The role requires strong communication, prioritization, and a willingness to continue learning

Qualifications

• High school diploma or equivalent required.
• Associate degree in computer science or related field or equivalent experience.
• Ability to communicate technical information to nontechnical personnel in a professional manner.
• Ability to install, configure and maintain personal computers, printers and related hardware or software.
• Maintain confidentiality of customer and bank information.
• Strong organizational and prioritization skills.
• Excellent verbal and written communication skills.
• Willingness to continue learning and developing network knowledge and skills.
• Technical certifications in related fields are a plus.

Responsibilities

• Provide support on hardware and software issues by identifying and resolving problems.
• Answer calls to the IT service desk and triage tickets.
• Coordinate hardware repairs with vendors and conduct diagnostics.
• Build and configure endpoint systems and perform print management.
• Perform remote troubleshooting of hardware and software issues.
• Educate end users on technology issues and best practices.
• Participate in incident management and on-call rotations (one weekend per month).
• Document and update the IT Help Desk knowledge base.
• Support, examine, and repair computers, printers, and peripherals.
• Complete assigned daily, weekly, and monthly proactive tasks.

Skills

Technical communication

Customer orientation

Verbal communication

On-site support

On-call weekend

Prioritization

Confidential data handling

Printer support

Hardware troubleshooting

Network knowledge

Education

Associate degree in computer science or related field

High school diploma or equivalent

Tools

Certifications (preferred)

Job description

Help users resolve issues with computer hardware or software. Responds to user inquiries, assess problems and issues with IT equipment and applications and help solve these issues for users.

Essential Duties and Responsibilities:

• Provide support on a variety of computer hardware and software issues by identifying, researching, and resolving technical problems.
• Answer calls coming to the IT service desk.
• Triage all ticket coming into the help desk and assign them to the appropriate technician.
• General hardware break/fix to include diagnostics, troubleshooting and parts replacement for laptops, desktops.
• Build/configure all end point systems.
• Printer installation and management.
• Complete new hardware upgrades; moves, adds, changes in a laptop and desktop environment.
• Interface regularly and effectively with ticket submitters
• Coordinate hardware repairs with the appropriate vendors.
• Perform remote troubleshooting of hardware software issues.
• Educate end users on technology issues.
• Recommend improvements to support process.
• Complete assigned daily, weekly, and monthly proactive tasks.
• Recommend and identify projects to improve client functionality.
• Perform assigned projects.
• Complete assigned documentation as requested.
• Support, examine, and repair computer systems, hardware, printers, and computer peripherals
• Document or update the IT Help Desk knowledge base to support quicker and efficient resolution of most frequently raised IT issues
• Member of the Incident Management response team
• 24/7 Support team – will need to be on call at least 1 weekend a month
• Any other duties as assigned.

Requirements:

• High school diploma or equivalent required
• Associate degree in computer science or a related field or equivalent experience
• Ability to communicate technical information to nontechnical personnel in a professional manner
• Ability to install, configure and maintain personal computers, printers and related hardware or software
• Possess the ability to maintain the integrity of highly confidential customer and bank information
• Skill in organizing resources and establishing priorities
• Excellent verbal and written communication skills
• Strong customer orientation
• Willingness to continue learning and developing your network knowledge and skills.
• Technical certifications in related fields are a plus.
• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act and the requirements of the Office of Foreign Assets Control. Additionally, all employees must follow policies and procedures to minimize risk by exercising good judgment, raising questions to management, and adhering to policy guidelines.

Critical Competencies:

• Communication
• Teamwork
• Organization
• Collaboration
• Loyalty
• Accountability

****Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities****

Our company is an equal opportunity/affirmative action employer. Applicants can learn more about their rights by viewing the federal EEO poster at https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf