Job Description
Job DescriptionWe are looking for a skilled Help Desk Analyst to join our team in San Antonio, Texas, within the manufacturing industry. This is a Contract-to-Permanent position that offers the opportunity to contribute to the effective resolution of technical issues and provide exceptional user support. The ideal candidate will demonstrate technical expertise, strong problem-solving abilities, and a proactive approach to managing and improving IT systems.
Responsibilities:
• Prioritize and manage the help desk queue to ensure prompt attention to critical business production issues.
• Collaborate with team members to address hardware and software concerns, escalating complex problems to higher-level technicians or vendors when necessary.
• Administer and maintain user accounts, permissions, and system access rights while ensuring compliance with organizational security policies.
• Assist end users with system access inquiries, password resets, and adherence to security procedures.
• Analyze documented resolutions and trends to identify opportunities for improving issue prevention.
• Perform hands-on troubleshooting, including software installation, hardware upgrades, and system configuration.
• Coordinate resources for video conferencing, loaner equipment, and conference room reservations.
• Maintain inventory control for technology equipment and ensure accurate tracking of assets.
• Develop user-friendly guides and frequently asked question documents to enhance end-user experience.
• Support IT projects by conducting research, collaborating with the networking team, and ensuring project timelines are met.• Bachelor’s degree in IT or a related field preferred; relevant work experience may be considered as a substitute.
• Minimum of 2 years of experience in a high-volume, technically complex help desk environment.
• Proficiency in Windows operating systems, including Windows 7, Windows 10, and Server 2016.
• Experience with Active Directory for user password management and system administration.
• Familiarity with Microsoft Office applications and email systems, such as Outlook 2016.
• Strong knowledge of computer hardware, including laptops, printers (preferably HP and Zebra), and troubleshooting wireless implementations.
• Technical certifications such as A+ or Network+ are highly desirable.
• Excellent communication skills, both written and verbal, with the ability to interact effectively across all levels of the organization.