Analyst, Information Technology Infrastructure

IT Helpdesk Analyst - Field Services

Des Moines, IA (On-site)

Position Summary

The IT (Information Technology) Helpdesk Support Analyst will provide maintenance of the computer desktop environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the internal IT Helpdesk. You will handle administration and internal support of the Company's PCs, printers, servers, and related equipment. Tasks include end user support, license tracking, and performing PC maintenance, upgrades, and configurations.

Responsibilities

• Customer-first attitude and high performance driven

• Strong analytical abilities and professional office experience

• Exceptional people management skills

• Ability to work with end users at all levels of the business, project managers, business teams, leaders, partners, and technical resources

• Critical thinking and problem-solving strategies

• Excellent verbal and written communication skills

• Supply helpdesk support and resolve problems to the end user's satisfaction

• Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority

• Manage PC setup and deployment for new employees using standard hardware, images, and software

• Install, test, and configure new workstations, peripheral equipment, and software

• Maintain inventory of all equipment, software, and software licenses

• Report issues to the Service Desk for escalation

• Perform timely workstation hardware and software upgrades as needed

Knowledge & Experience

• An associate degree or higher in an applied technology area such as Information Systems or Computer Science is preferred but not required

• Equivalent training and experience may be substituted and considered

• Experience working with M365.

• Mobile Device Operation Systems (Android, iOS, Windows Phone)

• Experience troubleshooting Microsoft Desktop Operating Systems

• Experience troubleshooting Microsoft Server OS (Operating System)

• Experience with networked storage

• Experience with enterprise data backup solutions

• Knowledge of networking fundamentals

Personal Attributes

• Excellent written, oral, and interpersonal communication skills

• Ability to conduct and direct research into IT issues and products

• Ability to present ideas in business-friendly and user-friendly language