I.T. Help Desk Analyst

$40,000 - $50,000/Yr

Service Tire Truck Centers - Bethlehem, PA

Full-time - Entry Level

Bethlehem, PA

Plastics and Rubber Products Manufacturing

About the position

The I.T. Help Desk Analyst at Service Tire Truck Center Inc. is responsible for providing first-line support for basic incident resolution and requests reported to the I.T. service desk. This role involves initial assessment, triage, research, and resolution of incidents related to application software and infrastructure components. The analyst will engage with users to collect information, utilize support tools, and collaborate with other support staff to ensure effective resolution of issues.

Responsibilities

• Provide first line response for users requiring assistance with information technology issues and problems.
• Respond to requests for technical assistance using phone, email, and remote management tools.
• Engage and follow up with other support staff involved in resolution to ensure incidents are resolved and customer communication is complete.
• Analyze, identify, diagnose, and resolve user issues pertaining to PC software, hardware, and peripherals in a Windows environment.
• Stage and configure PC workstations using Microsoft Windows 10 / 11.
• Install and configure applications and utilities in accordance with Corporate I.T. SOP.
• Identify, diagnose, and resolve issues with mobile devices in both Android and Apple platforms.
• Document and track incidents and requests from initial identification through resolution.
• Document internal procedures and standard operating procedures to I.T. knowledge base.
• Perform other duties as assigned by Management.

Requirements

• In-depth knowledge of Windows 10 / 11
• Basic familiarity and knowledge of Windows Server 2019 / 2022 Operating Systems
• In-depth knowledge of Microsoft Office 2019 Professional software (Word, Excel, PowerPoint, Outlook)
• Basic familiarity with the functionality and configurations of Apple iPads, Apple iPhones, and Android smartphones
• Basic knowledge of networking, including Active Directory, DNS, TCP/IP, DHCP
• Basic familiarity with routers and routing protocols, switches, LAN and WAN concepts
• Excellent writing skills and great phone skills
• Ability to work individually in a fast-paced environment

Nice-to-haves

• Basic Microsoft Certifications preferred, but not required
• CompTIA A+, Network+ certifications preferred, but not required
• One to two years of hands-on experience working in a Help Desk or Desk side Support position for a medium sized Corporation preferred

Benefits

• Salary range of $40,000 - $50,000 per year