IT Infrastructure - Associate Helpdesk Analyst

The Associate Helpdesk Analyst reports to the Regional IT Manager – East US and provides hardware and software maintenance, training and consultation, and recommendations about future planning and development of resources.  Providing these services in an effective and efficient manner ensures maximum access to and implementation of technology services and resources.

Primary Accountabilities:


* Provide technical assistance and support related to computer systems, software, and hardware


* Administer primary the Microsoft stack including Windows


* Maintain documentation of technical maintenance procedures


* Maintain daily performance of computer systems


* Maintain, install and troubleshoot network components and peripherals; copiers, printers, workstation terminals, VOIP phones


* Determine users’ technical needs and provide them with appropriate solutions


* Assist in the support of VMware environment


* Maintain network user accounts through Microsoft O365


* Resolve help desk tickets as assigned; Freshservice Helpdesk

Technical Skillset:

Desktop/Laptop: Antivirus, Basic Troubleshooting, Firmware Upgrades, Imaging

Microsoft Stack: Active Directory, Office 365, Powershell, Windows, Exchange, Entra ID

Security Applications: Duo, Imprivata, Envoy, Delinea, BigFix, Crowdstrike

Reasoning Ability:

Ability to define problems, collect data, establish facts, and draw valid conclusions.

Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Language Skills:
Ability to read, analyze, and interpret blueprints, customer specifications, general business periodicals, professional journals, technical procedures, or governmental regulations.

Ability to write reports, business correspondence, and procedure manuals.

Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Education and Experience:

Associate degree or equivalent from two-year college or technical school with a minimum 5+ years related experience and/or training, with at least 3 years of experience with Microsoft Active Directory Services; OR a bachelor’s degree in Computer Science, MIS, IT or related field with a minimum of 2+ years of related experience, with at least 1 year of experience with Microsoft Active Directory Services.  Experience with Microsoft Active Directory, Microsoft Exchange, and VMWare preferred.

Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally required to stand.

The employee frequently is required to use hands to finger, handle, or feel...