Skyy Spirits, LLC
General Description of the Role
The Help Desk Analyst is a part of the North American IT Support Team and is primarily responsible for providing first-tier hardware and software support for Campari America employees. This includes overseeing and providing troubleshooting assistance on workstation and network infrastructure and a number of software applications.
The Help Desk Analyst’s primary mission/objective is to provide first-tier hardware and software support for Campari America employees to allow them to work more productively.
Key Responsibilities and Activities
Provide first-tier computer and software support to users on-site and via telephone.
Provide timely response and follow-up to all support calls from remote users.
Update existing support tickets and monitor new tickets in the Service Now Help Desk Ticketing software.
Perform PC setup and maintenance, including Windows 10 operating system and software installation either for new hires or for hardware refresh.
Open trouble tickets with 3
party support vendors as appropriate.
Responsible for daily monitoring of back-up and recovery systems, and user account configuration.
Perform LAN and remote access/VPN troubleshooting to isolate and resolve problems.
Perform maintenance and administration of PC based applications including email, MS Office 2013/2016, MS Skype for Business, anti-virus software, and other department-specific applications.
Perform backup tape rotation on a daily basis & data restores when necessary.
Catalog and maintain PC and laptop hardware, software and warranty inventory.
Document and update all IT support processes on a continual basis. Document related issues to maintain an IT knowledge base.
Provide weekly status report on open and resolved issues.
Maintain confidentiality with regard to the information being processed, accessed, or stored.
Provide live onsite support for video/audio conferences including hardware maintenance and troubleshooting.
Installation and maintenance of end user work areas including cable management and peripheral setup for new hires.
Perform any other duties related to Information Technology as assigned.
A minimum of 5 years’ experience in an IT service or support department.
Strong understanding of PCs and peripherals in a networked environment.
MS Windows 10, MS Windows Server (2003/2008/2012), Active Directory, VMware virtual infrastructure support experience.
LAN support experience, including understanding of Ethernet, TCP/IP, DHCP, and DNS, Experience with HP network switches a plus.
Education / Professional Qualifications
Bachelor of Science Degree in Computer Science or Information Systems required.
Certifications: A , Network , Certified Help Desk Professional, MCSA or Microsoft Certified Professional.
Works with minimal supervision, proactively follows up on outstanding issues/tickets.
Handles multiple projects with changing priorities and is able to handle frequent interruptions positively.
Strong analytical, prioritizing, problem-solving skills.
Demonstrated collaborative skills and ability to work well within a team.
Ability to work in a fast paced and deadline oriented environment.
Ability to adapt and develop new processes and improvements where seen fit.
Excellent interpersonal skills including verbal and written communication, superb listening and follow-up abilities.
Working knowledge of PC imaging tools (Acronis, Altiris, MDT etc.).
Remote access support experience.
Experience supporting iPhone and iPad devices in an enterprise environment.
Working knowledge of SAP GUI a plus. Strong working knowledge of MS Office 2013/2016, Skype for Business and remote support tools (RDP, TeamViewer, etc.).
High degree of technical skills, knowledge and understanding of personal computers, operating systems (Windows), hardware and peripherals.
Willingness to work evenings and weekends and be on-call off-hours (monthly rotation).
Independent and with desire for continuous learning to maintain a level of technical competency and business awareness as new technologies are implemented.
Must hold one or more certifications as mentioned above.
Superior customer service orientation.
Essential Job Functions
Work for extended periods using a computer and visual monitor.
Key in information and data.
Use tools to assemble and dis-assemble equipment.
Crawl and crouch to install equipment.
Use the telephone to communicate with customers, trouble shooting technical problems.
Skyy Spirits, LLC
Website : http://www.skyy.com