Help Desk Analyst 2X - ePlus : Job Details

Overview • Provide outstanding customer service both in person and via remote tools. • Respond to support requests through email, phone, and chat platforms for users with situational levels of urgency. • Document each issue, diagnosis, and resolution within the case management system and IT knowledgebase. • Install, configure, troubleshoot, resolve and/or escalate incidents related to employee hardware, enterprise software, access and authentication, network and VPN issues, virtual meeting solutions, and more. • Support a suite of Microsoft Office 365 E5 applications on both Windows and Mac operating systems. • Equip workspaces and offices with monitors, docking stations, and other desktop equipment. • Accurately maintain asset inventory and adhere to asset management policies and procedures • Administer, image, and troubleshoot Windows and Mac endpoints using Intune and JAMF • Support telephony systems for business groups, Customer Operations and hardware engineering teams • Equip workspaces and offices with monitors, docking stations, and other desktop equipment QUALIFICATIONS • Associate's Degree from an accredited institution in a relevant discipline (Information Systems, Computer Science, Engineering, etc.) or equivalent work experience • Up to 2 years in an IT support role • CompTIA A+ Certification • CompTIA Network+ Certification • CompTIA Security+ Certification • Apple Certified Support Professional (ACSP) • Microsoft 365 Certifications • Limited travel and scheduled availability REQUIRED KNOWLEDGE, SKILLS, AND TALENTS • Familiarity and foundational understanding of Mac, Windows 10/11 OS, MS365, Entra and Microsoft AD • Familiarity with endpoint imaging, deployment & management solutions (Intune, JAMF Pro) • Sound analytical, planning, organizational, and problem-solving skills • Familiarity with Help Desk ticketing systems • Familiarity supporting A/V solutions in conference rooms and workstations • Familiarity with RDWeb, Cisco VPN, and Microsoft Direct Access • Creative thinker and team-player with an outgoing personality and strong initiative • End-users focus on exceptional support and solution interactions • Ability to manage multiple tasks and assignments