On-Site IT Service Desk Analyst (Windows/Mac)

Hilco Vision; Fairfield, Northern (OH, KY); Hybrid; USD 52,000 - 72,000; Full time

Benefits offered by this job

Weekly pay

Medical/Dental/Vision

Paid time off

401K Savings plan

EAP program

Employee referral bonus

PPE provided by organization

Job summary

Hilco Vision is seeking an experienced Service Desk Analyst to join our Fairfield, OH facility. You will be the first point of contact for employee IT support, diagnosing and resolving hardware, software, and network issues across Windows, Mac, and mobile environments.

You will document requests in Jira and help strengthen IT processes and user experience. You will work on-site Monday through Friday, 8am-5pm, with occasional after-hours support.

Qualifications

• Minimum of 3 years of experience in a help desk or technical support role.
• Prior experience in a manufacturing and distribution environment and within a WMS.
• Experience in an ITIL-driven service delivery organization utilizing ITSM and remote support tools.
• Technical knowledge of Windows and Mac desktop platforms including imaging and deployment strategies.
• Direct experience with Endpoint Detection and Response (EDR).
• Experience with O365/M365 administration
• Familiarity with Entra ID (or other IDPs), Intune (or other endpoint mgmt. solutions)
• Working knowledge of LAN/WAN technologies; Meraki a plus.
• Experience with iOS and Android mobile OS and devices.
• Proficiency in troubleshooting hardware, software, and network issues.
• Excellent communication and interpersonal skills.
• Strong organizational skills and ability to work independently or in a team.
• Relevant certifications are a plus.

Responsibilities

• Provide first-level technical support to end-users in-person and/or via phone, email, and chat.
• Diagnose and resolve hardware, software, and network issues.
• Document and manage all support requests and resolutions in Jira.
• Escalate complex issues to higher-level support teams as necessary.
• Assist in the setup, configuration, and maintenance of IT equipment.
• Conduct user training sessions and create user guides as needed.
• Monitor and maintain IT systems to ensure optimal performance.
• Collaborate with IT team members to analyze recurring issues and improve support processes and documentation.
• Prioritize, track, and resolve support requests per SLA; escalate risks when needed.
• Serve as primary contact for urgent issues outside normal hours with occasional after-hours/weekend availability.

Skills

Help desk

Windows

MacOS

ITIL

End-user support

Communication

Teamwork

Remote support

Jira

Education

Bachelor's degree in IT or related field

Tools

O365/M365

Entra ID

Intune

Endpoint security/EDR

Meraki

Job description

Hilco Vision is seeking an experienced Service Desk Analyst to join our Fairfield, OH facility. You will be the first point of contact for employee IT support, diagnosing and resolving hardware, software, and network issues across Windows, Mac, and mobile environments.

You will document requests in Jira and help strengthen IT processes and user experience. You will work on-site Monday through Friday, 8am-5pm, with occasional after-hours support.