IT Systems Support Analyst

Edwards Electrical & Mechanical Inc.; United States; On-site; USD 45,000 - 75,000; Full time

Job summary

Edwards Electrical & Mechanical Inc. seeks an experienced IT Help Desk Technician to support end users across multiple sites in the United States.

You will diagnose hardware, software, and telecommunication issues, provide in-person, phone, and email service, and document solutions. Responsibilities include onboarding new users, offboarding terminated ones, installing updates, managing mobile devices with MDM tools, and coordinating with vendors for complex cases.

Qualifications

• Associate’s degree in a computer-related discipline is required.
• One to five years in an end-user facing troubleshooting role.
• Experience supporting remote users across multiple locations is preferred.
• Proficiency with Windows 11/10, Microsoft Office 365, Autodesk and web conferencing.
• Experience with iOS devices and MDM, cellular modems, hotspots.
• Basic TCP/IP networking (DHCP, DNS, VPNs) and network gear.
• Strong communication and documentation skills.

Responsibilities

• Log, process, and prioritize help desk issues.
• Diagnose and troubleshoot hardware, software, and telecom issues.
• Provide excellent customer service in person, by phone, and by email.
• Assist with delivery, configuration, setup, maintenance, and troubleshooting of computer systems.
• Train end users and write clear instructions.
• Onboard new users and offboard terminated users.
• Repair/replace damaged hardware and mobile devices.
• Install software updates and patches.
• Coordinate with vendors for support.
• Manage mobile devices with MDM tools.
• Occasional travel to remote offices.
• Follow up with users to ensure full resolution.

Skills

Customer-focused support

Independent / team player

Clear written/spoken communication

Problem diagnosis and troubleshooting

Education

Associate’s degree in computer-related discipline

Bachelor’s degree preferred

Tools

Windows 11

Windows 10

Microsoft Office 365

Autodesk

Web conferencing

Copiers/MFP printers

iPhones/iPads

MDM device management

TCP/IP networking basics

Unifi access points

Meraki security appliances

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