Senior Help Desk Analyst – Onsite IT Support & Projects

AMSOIL INC; Superior (WI); On-site; USD 75,000 - 88,900; Full time

Benefits offered by this job

Paid time off and paid holidays each /

Employee bonus program

401(k) with company match

Paid life, disability insurance

Health benefits

HSA and FSA options

Dental, vision and other insurance

Employee discount on product

Corporate gym membership

Job summary

AMSOIL INC. is seeking a Help Desk Analyst IV to ensure reliable IT operations and timely end-user support.

This on-site role at the AMSOIL Center in Superior, Wisconsin, requires handling requests from receipt to resolution within SLAs and documenting actions in the call management system. The Senior position emphasizes in-depth technical knowledge, effective communication with users, and mentoring junior staff while contributing to standards, procedures, and occasional project work across IT

Qualifications

• Associate's Degree in related field is required.
• 8 or more years of related experience suffices or an equivalent combination of education and experience.
• Knowledge of basic computer hardware and software systems; desktop and server operations.
• Experience with Active Directory.
• Ability to effectively communicate ideas in both technical and user-friendly language.
• Strong project management, leadership, and mentoring capabilities are demonstrated at this level.
• Strong customer service orientation.
• Able to lift 50 lbs.

Responsibilities

• Monitor, assign, document, and prioritize incoming help desk requests.
• Evaluate alternatives to recommend solutions for complex issues.
• Make decisions beyond guidelines considering business impact.
• Develop standards and strategies within IT function.
• Develop and manage project plans.
• Develop and implement procedures in response to changes in objectives or policies.
• Recommends new policies and manages processes to achieve plan.
• Provide guidance to others and lead small project teams.
• Research and resolve end-user requests using knowledge bases and vendor resources.
• Configure and deploy desktop, notebook, tablet, and printers.
• Facilitate system reconnections and deploy software peripherals as requested.
• Maintain AMSOIL assets and inventory in the call management system (Manager Engine).
• Assist with spare IT equipment inventory and replenishment.

Skills

Communication

Customer service

Project management

Leadership & mentoring

Technical aptitude

Education

Associate's Degree in related field

Tools

Zoho Manage Engine

Desktop Central

AD360

Microsoft Office 365

Active Directory

Job description

AMSOIL INC. is seeking a Help Desk Analyst IV to ensure reliable IT operations and timely end-user support.

This on-site role at the AMSOIL Center in Superior, Wisconsin, requires handling requests from receipt to resolution within SLAs and documenting actions in the call management system. The Senior position emphasizes in-depth technical knowledge, effective communication with users, and mentoring junior staff while contributing to standards, procedures, and occasional project work across IT