Help Desk Analyst

Provide onsite and/or remote technical support to C.H. Guenther end users (90% phone and 10% face-to-face). Ensure proper computer, software and peripheral device operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user IT requests.

Duties and Responsibilities:

• Field incoming help requests from business users via in-person, telephone, e-mail, or other electronic transmission methods

• Help identify and implement innovative solutions for customers

• Document all pertinent user information and address the nature of the problem or issue as developed in Help Desk procedures

• Build a rapport and elicit problem details from help desk customers

• Prioritize help queue based on business production issues.

• Work with team members to resolve any software or hardware-related user issues

• Escalate problems (when necessary) to the appropriately experienced technician, engineer, or outside vendor and participate in cross-training to minimize future escalations.

• Administer and maintain end-user system accounts, permissions, and access rights

• Process, maintain, and track end-user system access permission forms.

• Assist end-users with questions about system access, passwords, and security policies and procedures

• Evaluate documented resolutions and analyze trends for ways to prevent future problems

• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet to aid in problem resolution.

• Identify and learn appropriate software and hardware used and supported by the organization

• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications

• Schedule / manage resources such as video conferencing, loaner equipment, conference bridges, and room reservations.

• Assist with the maintenance of inventory control of technology equipment

• Work with management to develop documentation and procedures in the technical support area

• Develop help sheets and lists of frequently asked questions (FAQs) for end-users

• Provide research and support for IT projects

• Work with the networking team to ensure timely completion of all projects and initiatives

• Complete all required documentation following established guidelines.

• Pursue training and educational opportunities

• Cross-train on applications/hardware within IS team

• Research and study trends, market shifts, and news related to our business and technology

• Expand knowledge of the business in general and understand the concerns of the company not necessarily related to IS

Minimum Job Requirements:

Education/Certifications/Experience:

• An IT-related degree from an accredited university is preferred. Direct and relevant work experience may be substituted for the degree requirement

• 2+ years experience in a mid to high-volume, technically complex help desk environment

• 2+ years experience with the following OS: Windows 10 and Windows 11.

• 2+ years experience in user password management and administration within Windows AD

• At least 1 technical certification in (A+, Network+, or MCP) preferred

• Proficiency with O365, Microsoft Office 2019, and 2016 applications

• Solid knowledge of hardware and laptop equipment

• Experience with LAN\WAN implementations and troubleshooting.

• Experience with e-mail systems - Exchange (O365 and Outlook 2019 client preferred)

• Experience with remote communication tools

Knowledge, Skills, and Abilities:

• Interpersonal skills and ability to interact and work with staff at all levels

• Excellent written and oral communication skills

• Willingness to take the initiative and to follow through on projects

• Excellent troubleshooting skills

• Ability to work effectively with diverse groups of associates and consultants ranging from entry-level to executive-level positions

• Ability to analyze complex software problems and devise creative and effective solutions

• Ability to research independently; pursue self-educational opportunities

• Ability to manage multiple tasks, often with competing deadlines.

• Ability to work independently and in a team environment

• Ability to pay attention to details and be organized

• Ability to project a professional image over the phone and in-person

Working Conditions and Physical Effort:

• Work involves light exposure to unusual elements, such as dirt, dust, fumes, extreme temperatures, humidity, darkness, and/or noise.

• The work environment involves light exposure to physical risks, such as working around mechanical, chemical, and electrical hazards

• Light physical effort is required, such as standing, sitting, and walking in and around the office; reaching, climbing, and kneeling as needed; utilizing fine dexterity; and the ability to see, hear, and communicate with associates as well as others by using professional etiquette

• As defined by C.H. Guenther and Sons, personal protective equipment will be provided

• Must possess and maintain a valid driver's license

Expectations:

• Must be self-motivated and willing to take on new challenges. Ability to solve problems with creative solutions. Must be able to work well in a team environment.

• Will demonstrate, promote and exemplify the Company's Core Values in People, Quality and Growth.

We are proud to offer competitive compensation and benefit programs that include medical, dental, vision, flexible savings account, health savings account, 401K matching savings plan, employee assistance program, wellness programs, life insurance, AD&D insurance, disability insurance, tuition reimbursement, student loan counseling, employee referral program, paid time off, and more!

For additional information about our company, go to www.chg.com.

C.H. Guenther & Son and its subsidiaries are E-Verify participating employers.

Click here for more information regarding E-verify.

All offers of employment are contingent upon successful completion of the pre-employment screening process which includes a drug screen and review of criminal background and other records as required.

AA/EEO/Drug-Free Employer