Help Desk Analyst

Position Description:
Desktop Support Specialist position provides customer and VIP support in an Auburn Hills corporate environment. The role includes installation, deployment, maintenance, repair, and troubleshooting as it pertains to IT devices and applications. IT Support staff work in a dynamic, fast-paced environment and requires collaboration with all levels of the organization as well as help desk, service delivery, documentation and support while collaborating with global IT team, vendors and cross-functional teams.

Skills Required:
• Provide Level 2 support and function as first escalation point by triaging and taking ownership of request tickets created for technical and functional service and support. Tickets generated from phone calls, emails, in-person, tech center or self-generated.
• Diagnose, troubleshoot and resolve issues which include but are not limited to hardware, software, VPN, printing, conference room technology and the network.
• Analyze ticket trends and work with team to improve process and service. Maintain documentation, knowledge and processes to improve support on equipment, software and hardware.
• Install, upgrade, support and troubleshoot workstations, laptops, audio/visual technology, supported hardware, Windows 7, Windows 10, Office 365 as well as other authorized and supported desktop applications and peripherals.
• Specify and perform regularly scheduled maintenance procedures on all computers, audio/visual components and equipment.
• Provides technical support and service restoration for daily operations and project efforts.
• Assist in supporting some exception and specialty systems (e.g. customized configurations including installs, configurations, customizations, troubleshoots, upgrades, integrates, and maintains systems, software, workstations, printers, wireless devices, handheld devices and peripherals.
• Track all received and distributed IT hardware and peripherals.
• Manage user accounts, permissions, and access controls for various systems. .
• Work with customer partner to build and maintain system images/workstations configurations and updates/patches/applications deployments.
• Create, manage, install and deploy computer images and software packages.
• Assists with the infrastructure and related systems to meet security requirements.

Experience Required:
• Two-year degree with concentration in IT with a minimum three (3) years’ experience in a computer environment.
• Preferred bachelor’s degree in computer science or relevant technology field
• Minimum two years of experience in IT supporting hardware, software and operating systems or equivalent combination of education and related experience required.
• Proficiency with some or all of the following technologies: Win7, Win 10 and Microsoft Office 365, local account management, installations, help ticket system, system management tools.
• Ability to work collaboratively, independently, and as a member of a team environment
• Exceptional customer service, team player and communication skills
• Excellent analytical, problem-solving and decision-making skills
• Ability to lift 50lbs.