Help Desk Analyst

DWYER INSTRUMENTS, LLC; Westerville (OH); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Insurance package

401k matching

HSA

PTO 15 days + 9 holidays

Fitness center

Tuition reimbursement

Career development

Job summary

DWYER INSTRUMENTS, LLC is seeking a Help Desk Analyst to ensure end-user hardware, software, and applications stay functional. This fully onsite role in Westerville, OH requires proactive support and deployment of software and patches via Endpoint Management Software.

You will own the support process for all employees, monitor systems, and document resolutions while guiding end-user training to boost productivity and reduce issues.

Qualifications

• 1–3+ years of work experience in a customer support/IT environment.
• Excellent customer service, interpersonal, and organizational skills.
• Ability to lift up to 25 lbs. manually on occasion.

Responsibilities

• Provide friendly and positive end-user support.
• Own the technical support process for all employees.
• Identify opportunities for improvement and execute projects with approval.
• Proactively monitor hardware and software for issues that need resolutions.
• Root cause resolution for all end-user issues.
• Manage and document help desk procedures and resolutions.
• Implement, manage and maintain Endpoint Management processes for all IT resources.
• Manage documentation, audits, and reports.
• Manage end-user training to minimize issues and increase productivity.
• Manage and support new user training and setup.

Skills

Customer service

Interpersonal skills

Organizational skills

Education

Associate's degree in Computer Science or related

CompTIA A+

Network+

Microsoft Certified Professional

Tools

Endpoint Management Software

Job description

Job Description

We are in search of a Help Desk Analyst to ensure that end-user computer hardware, software, and applications are functional and well-maintained. This role is responsible for process management of the finest end-user experience, acting as the final point of contact to provide proactive and requested technical support and assistance to employees using internal and external information technology resources. They are also responsible for the process of creating, testing and automating the deployment of end-user software, images, applications and patches using Endpoint Management Software. This role is fully onsite at our Westerville, OH, office.

Responsibilities

• Provide friendly and positive end-user support.
• Own the technical support process for all employees.
• Identify opportunities for improvement and execute projects with approval.
• Proactively monitor hardware and software for issues that need resolutions.
• Root cause resolution for all end-user issues.
• Manage and document help desk procedures, end-user resolutions, and/or any support issue.
• Implement, manage and maintain Endpoint Management processes for all connected IT resources.
• Manage documentation, audits, and reports.
• Manage end-user training to minimize support issues, increase productivity, increase user knowledge.
• Manage new user training, setup and support.
• Manage and take ownership of all interactions, utilize appropriate follow-through, providing timely feedback for all.
• Participate in planning and deployment of new/upgraded products and or special projects as required.

Benefits

• Comprehensive Insurance Package: Medical, dental, vision, prescription drug, life, short-term and long-term disability.
• 401k Matching: Secure your future with our 401k matching program.
• Health Savings Account (HSA): Employer contributions to your HSA.
• Generous Paid Time Off: Enjoy a healthy work-life balance starting at 15 days of PTO per year and 9 paid holidays.
• Fitness Center: Stay active with our onsite fitness facility.
• Tuition Reimbursement: Continue your education with our support.
• Career Development: Opportunities for growth and advancement.

Note

We are an Equal Opportunity Employer, including Veterans and Individuals with Disabilities, an E-Verify employer, and a drug-free company. This position is not eligible for VISA sponsorship.

We believe in transparent and equitable pay. All U.S. job postings include a good-faith salary range based on role, location, experience, and internal equity. We’re happy to discuss compensation openly throughout the hiring process.

Requirements

• 1-3+ years of work experience in a customer report role in an IT environment.
• Excellent customer service, interpersonal, and organizational skills.
• Ability to lift up to 25 lbs. manually on occasion.
• Associate's degree in Computer Science or related discipline preferred.
• Relevant IT certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional) preferred.

Equal employment opportunity, including veterans and individuals with disabilities.