Help Desk Analyst IV

AMSOIL INC; Superior (WI); On-site; USD 75,000 - 88,900; Full time

Benefits offered by this job

Paid time off and paid holidays each /

Employee bonus program

401(k) with company match

Paid life, disability insurance

Health benefits

HSA and FSA options

Dental, vision and other insurance

Employee discount on product

Corporate gym membership

Job summary

AMSOIL INC. is seeking a Help Desk Analyst IV to ensure reliable IT operations and timely end-user support.

This on-site role at the AMSOIL Center in Superior, Wisconsin, requires handling requests from receipt to resolution within SLAs and documenting actions in the call management system. The Senior position emphasizes in-depth technical knowledge, effective communication with users, and mentoring junior staff while contributing to standards, procedures, and occasional project work across IT

Qualifications

• Associate's Degree in related field is required.
• 8 or more years of related experience suffices or an equivalent combination of education and experience.
• Knowledge of basic computer hardware and software systems; desktop and server operations.
• Experience with Active Directory.
• Ability to effectively communicate ideas in both technical and user-friendly language.
• Strong project management, leadership, and mentoring capabilities are demonstrated at this level.
• Strong customer service orientation.
• Able to lift 50 lbs.

Responsibilities

• Monitor, assign, document, and prioritize incoming help desk requests.
• Evaluate alternatives to recommend solutions for complex issues.
• Make decisions beyond guidelines considering business impact.
• Develop standards and strategies within IT function.
• Develop and manage project plans.
• Develop and implement procedures in response to changes in objectives or policies.
• Recommends new policies and manages processes to achieve plan.
• Provide guidance to others and lead small project teams.
• Research and resolve end-user requests using knowledge bases and vendor resources.
• Configure and deploy desktop, notebook, tablet, and printers.
• Facilitate system reconnections and deploy software peripherals as requested.
• Maintain AMSOIL assets and inventory in the call management system (Manager Engine).
• Assist with spare IT equipment inventory and replenishment.

Skills

Communication

Customer service

Project management

Leadership & mentoring

Technical aptitude

Education

Associate's Degree in related field

Tools

Zoho Manage Engine

Desktop Central

AD360

Microsoft Office 365

Active Directory

Job description

AMSOIL INC. has an exciting opportunity as a Help Desk Analyst IV. In this Senior Level role, you will ensure proper IT equipment operation so end users can accomplish business tasks within the established service level objectives. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. This position reports on-site at the AMSOIL Center located in Superior, Wisconsin.

Core Responsibilities

• Monitor, assign, document, and prioritize incoming help desk requests
• Evaluates alternatives to recommend solutions involving highly complex issues or problems.
• Makes decisions beyond prescribed guidelines that consider business impact.
• Demonstrates intimate and specialized expertise within the function or business.
• Participates in the development of standards and strategies.
• Develops and manages project plans.
• Develops and implements procedures in response to changes in objectives or policies.
• Recommends new policies.
• Manages process to achieve plan.
• Provides guidance to other and/or leads small project teams.
• Research, and resolve assigned requests by directly assisting end users, and by utilizing resources such as the Solutions Database, vendor support pages, and other internet resources
• Configure and deploy desktop, notebook, tablet, and printers to new or existing users
• Facilitate system reconnections and deploy software peripherals as requested
• Ensure customer requests are properly documented and AMSOIL assets are properly maintained in call management system (Manager Engine)
• Maintain inventory of spare IT equipment and other spare parts and peripherals including replenishment of spares and IT shipping/receiving

Position Requirements

• Associate's Degree in related field
• 8 or more years of related experience
• Or an equivalent combination of education and experience sufficient to perform the essential functions of the job
• Knowledge of basic computer hardware and software systems
• Knowledge of desktop and server operations systems
• Experience with Active Directory
• Ability to effectively communicate ideas in both technical and user-friendly language
• Strong project management skills, leadership, and mentoring capabilities are demonstrated at this level.
• Strong customer service orientation
• Able to lift 50 lbs.

Preferred Requirements

• Experience with Zoho products such as Manage Engine, Desktop Central, and AD360
• Experience with Microsoft Office 365

Other Details

Salary

$75,000 - $88,900 (actual compensation based on experience and skills)

Schedule

• Monday - Friday
• 8:00am- 5:00pm
• This is on onsite position

Benefits

• Paid time off and paid holidays each year
• Employee bonus program
• 401(k) with company match
• Paid life, short-term disability, and long-term disability insurance
• Competitive health benefits
• Health savings account (HSA) and flexible spending account (FSA) options
• Affordable group dental, vision, critical illness, and accident insurance
• Employee discount on product
• Corporate gym membership

Equal Opportunity Employer/Veterans/Disabled. AMSOIL is an Equal Employment Opportunity employer. Employment policies and decisions on employment and promotion are based on merit, qualifications, performance and business needs. The decisions and criteria governing the employment relationship with all employees are made in a nondiscriminatory manner, without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, marital status, physical or mental disability, medical condition, veteran status or any other factor determined to be unlawful by federal, state or local statutes.