IT Helpdesk Analyst

Metromont LLC; Winchester, Northern (VA, KY); Hybrid; USD 42,000 - 60,000; Full time

Job summary

Metromont LLC is seeking an IT Help Desk Technician to provide technical support for internal and remote users. You will troubleshoot hardware, software, and Office 365 issues, and assist with account setup and security policies.

The role requires 1–2 years in a help desk environment, strong communication, and the ability to manage tickets and prioritize tasks efficiently. On-site assistance in Winchester, VA with occasional after-hours support may apply.

Qualifications

• Minimum 1-2 years of prior help desk experience.
• Customer-focused with excellent communication skills.
• Strong organizational and prioritization abilities.
• Self-motivated and willingness to learn new skills.
• Experience troubleshooting Windows 10 and Office 365; experience with Server 2008/2012/2016/2019.
• Experience in Active Directory.
• Experience troubleshooting basic network issues.

Responsibilities

• Troubleshoot general and company-specific hardware and software applications.
• Provide technical support to internal and remote customers.
• Resolve malware and virus infections.
• Uphold company IT policies and best practices.
• Utilize ticket tracking software to assist end users with issues as they arise.
• Deploy computers to end users and ensure correct software is installed.
• Setup user accounts and provide permissions.
• Assist users with conference room usage.
• Troubleshoot Office 365 and Azure problems for end users.
• Troubleshoot printing issues for end users.

Skills

Help desk

Customer service

Windows troubleshooting

Office 365

Active Directory

Network troubleshooting

Communication skills

Time management

Self-motivated

Willingness to learn

Tools

Ticketing system

Azure

Office 365

Windows Server

Job description

POSITION PURPOSE

Provides technical and software support to Metromont Associates. The individual in this position helps troubleshoot, analyze, prioritize, resolve, and/or facilitate issues to achieve a resolution for the associate.

RESPONSIBILITIES

• Troubleshoot general and company-specific hardware and software applications
• Provide technical support to internal and remote customers
• Resolve malware and virus infections
• Uphold company IT policies, procedures, and best practices
• Utilize ticket tracking software to assist end users with issues as they arise.
• Deploys computers to end users and ensures the correct software is installed on the pc.
• Setup user accounts and provide them with requested and approved permissions.
• Assist users with conference room usage.
• Troubleshoot office 365 and azure problems for end users.
• Troubleshoot printing issues for end users.

SCOPE OF AUTHORITY

• This position is under the direct supervisor of the Director of IT
• This position does not supervise others

CHARACTERISTICS (Knowledge, Skills, and Abilities)

• Minimum 1-2 years of prior help desk experience working with a ticket-tracking system
• Customer-focused with excellent communication (written and verbal) skills
• Strong organizational and prioritization abilities
• Self-motivated and a willingness to learn new skills
• Experience troubleshooting Windows 10 (and newer) operating systems and Office 365 business applications; prior experience with Server 2008, 2012, 2016,2019
• Experience in Active Directory
• Experience troubleshooting basic network issues.

EDUCATION AND TECHNOLOGY

• Previous experience working in a helpdesk environment.
• Must encompass a supportive understanding of computers, Windows operating systems, and Microsoft applications

WORK ENVIRONMENT / SCHEDULE

• Typically works inside in an office environment; some work in our plant environment may be required
• Monday - Friday, 8am - 5pm; some projects and support requests may require after-hours and/or weekend work.