Helpdesk Analyst

Timber Products Company; Springfield (OR); On-site; USD 40,000 - 56,000; Full time

Job summary

Timber Products Company is seeking an IT Helpdesk Support Analyst in Springfield, Oregon to provide first-level end-user support across desktops, printers, phones, and handheld devices. Responsibilities include logging tickets, remote and desk-side troubleshooting, and assisting with deployment of hardware and software in a Windows environment.

The role focuses on delivering courteous customer service, resolving issues quickly, and supporting inventory and budget processes within the IT

Qualifications

• Experience providing first-level IT support to end users.
• Familiarity with Windows operating systems and common software.
• Strong communication and problem-solving skills.
• Ability to log and track issues using a ticketing system.

Responsibilities

• Log and diagnose end-user issues with desktop software and hardware.
• Provide desk-side and remote support for hardware and software.
• Deliver courteous, effective customer service and adhere to SLAs.
• Assist with setup and provisioning of computers and devices.
• Support printers, phones, network, video conferencing and mobile devices.
• Identify and remediate malware on workstations.
• Assist with inventory scanner hardware and software.
• Assist with cellular device setup and troubleshooting.
• Maintain inventory tracking for IT hardware and software.
• Participate in on-call rotation for after-hours support.
• Assist in requisitions and deployment of new hardware/software.
• Process monthly IT budget purchase card documentation.

Skills

Customer service

Windows support

End-user support

Remote support

Hardware troubleshooting

Job description

POSITION SUMMARY:

The IT Helpdesk Support Analyst will provide first level support to end users of Timber Products’ computer systems. This position will provide courteous end-user technical support to maintain the functions of computer workstations, monitors, phones, printers and handheld devices across all TP facilities. This role will be responsible for answering and logging helpdesk trouble tickets in a Windows environment, as needed.

MAJOR TASKS:

• Receives and documents user problem calls and inquiries. Diagnoses, troubleshoots and resolves end user issues with desktop software and hardware. Contacts the appropriate members of IT staff to respond to more complex queries regarding other systems, as necessary.
• Remotely resolves customer problems via remote control software, account management and other tools. Responsible for providing desk side support to end users for hardware and software issues when remote support is impractical.
• Provides exceptional customer service for reported issues. Researches and identifies reported problems and works towards quick and appropriate resolutions. Communicates effectively with users to determine and resolve common problems and requests in compliance with established service level agreements.
• Assists with setup and provisioning of computers, laptops, tablets and associated software.
• Provides technical support including but not limited to; desktops, printers, phones, network, video conferencing and mobile devices.
• Responsible for identifying and remediating workstations infected with malicious code.
• Assists in supporting handheld & forklift-mounted inventory scanner hardware and software.
• Assists with setup, provisioning, and troubleshooting of cellular phones and associated software.
• Assists with maintenance of the inventory tracking system for all IT hardware and software.
• Assists in requisitions, receipt, and deployment of new and replacement software/hardware as necessary to support customer needs.
• Creates, tracks, and submits monthly departmental purchase card documentation. Ensures all purchases are accurately entered and coded in the IT budget.
• Participates in on-call rotation with other IT employees to provide after-hours support.