Help Desk/Desktop Support Analyst

Jones-Onslow Electric Membership Corporation; Jacksonville (NC); On-site; USD 56,000 - 68,000; Full time

Job summary

Jones-Onslow Electric Membership Corporation seeks an IT Help Desk professional to serve as the primary contact for all help desk requests. You will diagnose, troubleshoot, and resolve a broad range of hardware and software issues across Windows and macOS, with training responsibilities and policy guidance.

The role requires strong customer service and the ability to document and track issues, provide remote support, and escalate when needed.

Qualifications

• Associate’s degree in information technology or related field preferred.
• 0-2 years of experience in technical support or IT helpdesk.
• A+ certification may substitute for experience.

Responsibilities

• Be the first point of contact for employees seeking technical assistance via phone, email, or chat.
• Document and track all work orders in the help desk system.
• Perform remote troubleshooting and gather details to resolve issues.
• Determine best solution based on issue and user details.
• Assist in creating and updating training materials for software/hardware.
• Install, configure, and troubleshoot hardware, software and network issues on desktops/laptops.
• Create and maintain end-user documentation and disseminate resolutions.
• Escalate complex issues to higher-level support as needed.
• Run reports to analyze recurring issues and improve IT processes.
• Train staff on troubleshooting and diagnosing issues.

Skills

Customer service

Remote troubleshooting

Windows OS

macOS

Active Directory

Networking

VDI

Documentation

Training others

Education

Associate’s degree in IT or related field

A+ certification or equivalent

Tools

Help desk ticketing system

Webex Calling

Job description

All qualified applicants will receive consideration for employment without regard to disability status, veteran status, or other legally protected status.

PAY DETAILS

This is a salaried position listed at $61,912 annually.

SUMMARY DESCRIPTION

This position serves as the primary point of contact for all help desk support requests. This position is responsible for diagnosing, troubleshooting, and resolving a broad range of hardware and software issues. In addition, this role provides training and guidance on software applications, information technology policies, and operational procedures. The position requires a strong working knowledge of both Windows and macOS operating systems, as well as the ability to assess user and organizational requirements, identify appropriate solutions, and effectively address a wide range of technical challenges.

REPORTING RELATIONSHIPS

A. Reports to: IT Department Manager

B. Directs: None

EDUCATION AND EXPERIENCE

• Associate’s degree in information technology, computer science, or a related field preferred.
• 0-2 years of experience in technical support or an IT helpdesk environment.
• Relevant additional education and/or professional certifications (such as A+ certification may be substituted for equivalent years of experience.

PRINCIPAL DUTIES AND RESPONSIBILITIES

1. Serves as the first point of contact for employees seeking technical assistance by phone, email, or chat.
2. Document and track all work orders in the help desk ticketing system to assure quality service.
3. Ability to perform remote troubleshooting through diagnostic techniques and by asking pertinent questions.
4. Ability to determine the best solution based on the issue and the details provided by the user.
5. Assists in writing, editing, and revising training documentation for new or updated software/hardware used by the company.
6. Ability to walk employees through the troubleshooting process.
7. Install, configure, and troubleshoot hardware, software and configuration issues related to desktop and laptop operating systems, wireless and wired networking, applications, printers and peripherals to correct issues.
8. Create and maintain documentation that assists end users resolve common help request issues.
9. Ability to recognize and direct unresolved issues to the next level of support personnel needed.
10. Ability to provide accurate information on IT products or services.
11. Ability to record and log events/issues along with the resolution in a clear manner.
12. Follow-up and update employee’s status and information.
13. Ability to run reports to analyze recurring issues and complaints.
14. Ability to request feedback, monitor calls and other methods of correspondence to improve training methods.
15. Ability to train other staff members on troubleshooting and diagnosing issues.
16. Pass on any feedback or suggestions from employees to the appropriate internal IT team member.
17. Ability to identify opportunities for improvement and recommend enhancements to IT department procedures and operations.
18. Ability to diagnose and resolve basic technical issues.
19. Ability to install and provide routine maintenance on users’ PCs, Printers, Hardware and Software.
20. Assist in monitoring system backups.
21. Working knowledge of Microsoft active directory infrastructure and Network administration.

OTHER DUTIES AND RESPONSIBILITIES

1. Attend and participate in calls, conferences, training, and webinars, as the position requires.
2. Identify end-user training needs.
3. Perform other duties assigned by management and carry out the assigned duties in a courteous, dependable and confidential manner with an attitude commensurate with being an Informational Systems professional. Interaction with all levels of employees and technical knowledge is required and should be conducted in a patient, courteous, and professional manner.
4. Attendance is a requirement for this position.

KNOWLEDGE, SKILLS AND ABILITIES

1. Ability to work with employees, contractors and customers in a courteous and patient manner; must have strong customer service skills.
2. Ability to work independently, understand and carry out oral and written instructions and to request clarification when needed.
3. Skills in communicating with users to diagnose system problems.
4. Self-motivated and self-directed.
5. Good analytical skills.
6. Ability to prioritize and execute tasks to completion.
7. Ability to work as a team member.
8. Ability to lift and transport moderately heavy objects such as computers, monitors and other peripherals.
9. LAN knowledge.
10. Knowledge of Microsoft Windows, Linux, Mac OS, Android, and iOS system administration.
11. Excellent communication skills.
12. Understanding of computer systems, Webex Calling phone system and mobile devices to include phones and tablets.
13. Understanding of laptops and VDI troubleshooting.

ON THE JOB TRAINING

On-site and Off-site Training courses.

Vendor site visits.

WORKING CONDITIONS

Normal working conditions inside an office building with heat and air conditioning. Regular office hours are from 7:30AM to 4:30PM Monday through Friday, except company observed holidays. Rotating on-call schedule, 7x24x365. Position is in Jacksonville, North Carolina. Should live near or within the community.