Help Desk Analyst III

Socket.dev; Westerville (OH); On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

Comprehensive Insurance Package

401k Matching

Health Savings Account (HSA)

Generous Paid Time Off

Fitness Center

Tuition Reimbursement

Career Development

Job summary

Socket.dev is seeking a Senior Help Desk Analyst III to ensure end-user hardware, software, and applications are functional and well-maintained. This onsite role in Westerville, OH focuses on proactive support and deployment of end-user software through Endpoint Management software.

You will own the support process and drive improvements while ensuring excellent user experience. The position requires 2-3+ years in IT, strong customer service, and familiarity with O365/Windows OS/Intune

Qualifications

• Bachelor's degree in Computer Science or related discipline.
• Relevant IT certifications preferred.
• Experience in O365/Windows OS/Intune environment preferred.

Responsibilities

• Provide friendly and positive end-user support to colleagues.
• Own the technical support process for all employees, troubleshooting as needed.
• Identify opportunities for improvement and execute projects with approval.
• Proactively monitor hardware and software for issues that need resolutions.
• Take a root cause identification and resolution approach for all end-user issues.
• Manage and document help desk procedures, end-user resolutions, and/or any support issue.

Skills

Customer service

Interpersonal skills

Communication

Troubleshooting

Organizational skills

Education

Bachelor's degree in Computer Science

Associate's degree in Computer Science

Tools

O365

Windows OS

Intune

Endpoint Management

Job description

Description

We are in search of a Senior Help Desk Analyst III 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 principal point of contact to provide proactive and requested technical support and assistance to employees using internal and external information technology resources. You will be 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.

Key Responsibilities:

• Provide friendly and positive end-user support to colleagues communicating clearly with all stakeholders.
• Own the technical support process for all employees, troubleshooting as needed.
• Identify opportunities for improvement and execute projects with approval.
• Proactively monitor hardware and software for issues that need resolutions.
• Take a root cause identification and resolution approach 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.

Please 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

• Bachelor's degree in Computer Science or related discipline
• 2-3+ years of relevant IT work experiencein an O365/Windows OS/Intune environment preferred
• Excellent customer service, interpersonal, and organizational skills.
• Valid Driver License (must be able to drive between local company locations as needed)
• 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.