IT Systems Support Analyst

MEP Holding Co, Inc; Indianapolis (IN); On-site; USD 42,000 - 56,000; Full time

Job summary

Edwards Electrical & Mechanical, Inc. is seeking an IT Help Desk professional to log, diagnose, and resolve hardware, software, and telecom issues. You will provide exceptional customer service in person, by phone, and via email, and you'll train users and document procedures.

Occasional travel to remote offices is required as part of delivering reliable IT support. The role supports onboarding/offboarding, device management, and software patching, with a focus on ensuring smooth operation of

Qualifications

• Associate degree or higher in a computer-related field.
• 1–5 years in an end-user troubleshooting role.
• Experience supporting remote users across multiple locations preferred.
• Familiar with Windows 11/10, Office 365 and basic IT software.
• Experience with iPhone/iPad devices and MDM management.
• Basic TCP/IP networking knowledge (DHCP/DNS/VPN) and network gear.

Responsibilities

• Log, process, and prioritize help desk issues.
• Diagnose, troubleshoot, and solve hardware, software, and telecom issues.
• Provide in-person, phone, and email customer service.
• Assist with delivery, configuration, setup, maintenance and troubleshooting of systems.
• Train end users and document instructions.
• Onboard new users and offboard departing users.
• Repair/replace damaged hardware and mobile devices.
• Install software updates and patches.
• Coordinate with vendors for support activities.
• Perform mobile device management and occasional travel to remote offices.
• Follow up to ensure full issue resolution.

Skills

Customer support

Independent / team work

Technical communication

Problem identification

Education

Associate’s degree in computer-related discipline; bachelor's degree preferred

1–5 years end-user facing troubleshooting experience

Experience supporting remote users across locations

Windows 11, Windows 10, Microsoft Office 365, Autodesk

iPhones, iPads, MDM device management

TCP/IP networking basics (DHCP, DNS, VPNs); Unifi, Meraki

Tools

Windows 11

Windows 10

Microsoft 365

Autodesk

Web conferencing

MDM platforms

iPhone/iPad management

Meraki/Unifi networking

Copiers/MFP printers

Job description

Duties/Responsibilities:

• Log, process, and prioritize help desk issues
• Diagnose, troubleshoot, research, and solve hardware, software, and telecommunication issues.
• Provide exceptional customer service in person, via phone, and email.
• Offer technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware and software.
• Train end users and write instructions/documentation as necessary
• New user onboarding and terminated user offboarding
• Repairing/replacing damaged and outdated hardware and mobile devices.
• Installing software updates and patches.
• Coordinate with vendors as needed to assist with support activities.
• Mobile device management using MDM tools.
• Occasional travel to remote offices
• Follow up with users to ensure full resolution of issues.

Required Skills/Abilities:

• Support a variety of users with divergent needs and skill levels
• Ability to work independently, as part of a project team, or collaboratively to make necessary decisions and respond to emergencies effectively
• Communicate technical and complex information in verbal and written form.
• Identify trends and make suggestions for technical modifications to resolve existing and future problems.

Education/Qualifications:

• Associate’s degree in computer-related discipline; bachelor's degree preferred
• One to five years’ experience in an end-user facing role in a trouble shooting capacity
• Experience supporting remote users distributed over several locations (preferred)
• Windows 11, Widows 10, Microsoft Office 65, Autodesk, web conferencing, copiers/MFP printers
• iPhones, iPads, MDM device management, cellular modems and hotspots
• Basic TCP/IP networking skills (DHCP, DNS, VPNs), Unifi access points, Meraki security appliances

Physical Requirements (examples include:)

• Prolonged periods of sitting while working at a computer station
• Frequent use of a computer, keyboard, mouse, and telephone
• Frequent standing, walking, bending, stooping, kneeling, and reaching to install, troubleshoot, or maintain computer equipment.
• Lifting and moving computing hardware weighing up to 40 pounds

This job description is intended to convey information essential to understanding the scope of the position and is not exhaustive. Responsibilities and duties may be subject to change based on organizational needs and priorities

Founded in 1968, Edwards Electrical & Mechanical, Inc. has grown to become one of the largest electrical/mechanical contracting firms in Indiana and the Midwest. Our growth has been attributed to “providing quality work at or below market prices”. It is this business philosophy that has led to consistent double-digit annual growth over the past decade for both our construction and service divisions. To support our dedication to long-term, cost-effective solutions, Edwards Electrical and Mechanical has established a supplier network to provide you savings through our negotiated buying power. Don and Ruth Edwards founded Edwards Electrical & Mechanical, Inc. in 1968. The company started out as a small union commercial shop based out of their garage. The business quickly grew and relocated to an old two-story house on East Street in 1970. In 1972, Edwards Electric changed its operation to a merit-based shop, and six short years later, Edwards Electric moved to a 2500 square foot building at the corner of East Street and Merrill. By 1981 this structure became too small, and working with a customer at the time, MacDougall and Pierce, 2500 square feet were added to the building. The company name changed to Edwards Electrical and Refrigeration in 1980, and refrigeration is still a part of our product portfolio. In 1998, FirstEnergy Corporation, a registered public utility holding company headquartered in Akron, Ohio, acquired Edwards Electrical & Mechanical. In 2006, Edwards was purchased by MEP Holding Company, converting it again to a privately owned business. Organically and steadily, Edwards grew from about 250 employees to its current size of over 465 employees. On December 31st, 2021, a national company called Comfort Systems USA acquired all the stock of MEP Holding Company, thereby making it the owner of MEP Holding Company’s subsidiaries. Comfort Systems USA went public as a company in June 1997 and is comprised of over 170 locations across the United States. With Comfort Systems as a parent company, Edwards now has a robust assortment of training resources and has access to national best practices. Today, Edwards is one of the largest electrical & mechanical companies in Indiana and is able to offer an extremely positive work environment for its highly skilled employees. Our service division specializes in preventative maintenance and offers HVAC, plumbing, refrigeration, generator and electrical services. Each office has it’s own service support staff and shares the same resources for Accounting, Human Resources, and Information Technology. Edwards’ Construction Division has capabilities to self-perform Electrical, HVAC, and Plumbing trades ensure our customers that we will meet construction schedule for completion of projects and do so within the customer’s budget. Our mission to be a “one–stop merit shop” for all three trades has allowed us the flexibility to do more work with less people. We have been able to pass these efficiencies along to our customers. The “can do” attitude of the Edwards employee has been demonstrated repeatedly. The vision of our Company is to “Ensure tomorrow’s success by how well we service our customers today.”