IT Help Desk Analyst

Standard Duplicating Machines Corporation; Andover (MN); On-site; USD 60,000 - 70,000; Full time

Benefits offered by this job

401(k) matching

Health insurance

Dental insurance

Vision insurance

Paid time off

Parental leave

Job summary

Standard Duplicating Machines Corporation seeks an IT Help Desk professional to provide first-line support for ~90 users across the corporate office and remote sites. You will troubleshoot, image, and deploy Windows laptops/desktops, document tickets, and ensure timely resolution.

You will also support iOS devices, manage AD/Okta, and assist with Microsoft 365 tools, licensing, and enterprise apps. This in-person role is based in Andover, MA with a comprehensive benefits package.

Qualifications

• Strong attention to detail in all aspects of work.
• Excellent communication and interpersonal abilities.
• Comfortable working independently.
• Ticketing and clock/log experience is essential.
• Hands-on experience troubleshooting Windows desktops and laptops.
• Experience supporting Microsoft Active Directory is required.
• Knowledge of Apple iOS is required.
• Familiarity with Zoom and OKTA SSO is preferred.
• Routing and switching experience is preferred.
• Prior Salesforce experience is a plus.
• A valid driver's license is required.
• At least 2 years of help desk or IT support experience.
• Ability to sit for extended periods while using keyboard and mouse.
• Ability to travel between main office and nearby warehouse locations.
• Occasional lifting up to 10 lbs and bending when working with equipment.

Responsibilities

• Provide first-line support to ~90 end users across corporate office and remote locations.
• Troubleshoot, maintain, image, and deploy Windows-based laptops and desktops.
• Document and track all help desk requests through to resolution.
• Follow up on assigned tickets to meet or exceed user expectations.
• Support Apple iOS mobile device provisioning, troubleshooting, and maintenance.
• Work with Verizon to manage and deploy mobile devices.
• Handle user account administration through Active Directory and OKTA SSO.
• Manage Microsoft 365 distribution lists, shared mailboxes, and group assignments.
• Deliver first-line support for Microsoft 365 tools, including OneDrive and SharePoint.
• Provide initial support and license assignment for end-user software (e.g., Adobe Acrobat Pro, Zoom Phone, Office 365).
• Maintain onsite presence at Andover location to assist with walk-ups and phone support.
• Assist with conference room desktop and A/V troubleshooting.
• Provide basic printer maintenance and troubleshooting.
• Support IT team in preparing the customer showroom with technology.
• Assist with IT projects and other duties as assigned.

Skills

Attention to detail

Communication

Independent worker

Ticketing systems

Windows support

Active Directory

Apple iOS

Zoom/Okta

Networking basics

Salesforce

Driver's license

Help desk experience

Mobility

Physical dexterity

Job description

Requirements

Must have:

• We are looking for strong attention to detail in all aspects of work.
• We need excellent communication and interpersonal abilities.
• You should be comfortable working independently.
• Ticketing and call logging experience is essential.
• You should have hands-on experience troubleshooting multiple versions of Microsoft Windows desktops and laptops.
• Experience supporting Microsoft Active Directory is required.
• Knowledge of Apple iOS is required.
• Familiarity with Zoom and OKTA SSO is preferred.
• Routing and switching experience is preferred.
• Prior Salesforce experience is a plus.
• A valid drivers license is required.
• You should bring at least 2 years of help desk or IT support experience.
• You must be able to sit for extended periods while using a computer keyboard and mouse with dexterity, solid hand-eye coordination, and clear near vision.
• You should be able to travel between our main office and nearby warehouse locations when needed.
• You must be able to occasionally lift up to 10 lbs and perform reaching and bending when working with equipment.

Responsibilities

• We provide first-line support to approximately 90 end users across our corporate office and remote locations.
• We troubleshoot, maintain, image, and deploy Windows-based laptops and desktops.
• We document and track all help desk requests through to resolution.
• We follow up on assigned tickets promptly to meet or exceed user expectations.
• We support Apple iOS mobile device provisioning, troubleshooting, and maintenance.
• We work with Verizon to manage and deploy mobile devices.
• We handle user account administration through Active Directory and OKTA SSO.
• We manage Microsoft 365 distribution lists, shared mailboxes, and group assignments.
• We deliver first-line support for Microsoft 365 tools, including OneDrive and SharePoint.
• We provide initial support and license assignment for end-user software such as Adobe Acrobat Pro, Zoom Phone, and Office 365.
• We maintain an onsite presence at our Andover, MA location to assist with walk-ups and phone support.
• We assist with conference room desktop and A/V troubleshooting.
• We provide basic printer maintenance and troubleshooting.
• We support our IT team in preparing the customer showroom with necessary technology.
• We assist with IT projects and other duties as assigned.

Company

We are a member of the Information Technology team and provide outstanding customer service and technical support to approximately 90 users across our corporate office and remote locations. This is an in‑person role based in Andover, MA, with a pay range of $60,000 to $70,000 per year. We offer a comprehensive benefits package that includes 401(k) matching, dental, health, vision, and life insurance, paid time off, parental leave, a retirement plan, tuition reimbursement, professional development assistance, an employee assistance program, employee discounts, a flexible spending account, and a referral program.