Help Desk Analyst
Help Desk Analyst
- Full-Time
- On-site
Must be available to work full time within the next few weeks.
Seifert Technologies
Seifert Technologies is a local, professional IT consulting company, providing IT services to over 150 companies. Established in 1985, we are an integral part of the community with a great work environment, and are a trusted Microsoft Gold Partner for Northeast Ohio. We are looking to expand our services and are seeking highly motivated and qualified individuals to join our team.
Job Summary:
As a Help Desk Analyst at Seifert Technologies, you will be the first point of contact for clients experiencing technical issues. This is an onsite position located in our facility in Massillon, Ohio, where you will provide friendly, professional, and efficient support to ensure quick resolution of IT problems. You will be responsible for monitoring and responding to helpdesk tickets, managing backup and disaster recovery solutions, and troubleshooting a variety of IT equipment. Additionally, you will be tasked with maintaining accurate documentation, updating IT certifications, providing in-house support, and training colleagues. Some travel to customer locations may be required for on-site support.
Primary Job Responsibilities:
Customer Communication:
- Provide clear, friendly, and professional communication with all customers.
- Establish clear expectations regarding actions and timeframes for resolution.
Helpdesk Ticket Management:
- Monitor and respond to helpdesk tickets received via telephone, email, or remote monitoring tools.
- Perform first-level troubleshooting for desktops, email, viruses, servers, and other IT issues.
- Enter and update tickets in the ticket tracking system.
- Escalate complex issues to the appropriate tier or management.
- Ensure timely and accurate ticket closure.
Backup and Disaster Recovery Management:
- Monitor and maintain customer backup and disaster recovery solutions.
- Track customer backups to ensure systems are operational.
- Enter and update tickets related to backup issues in the ticket tracking system.
- Resolve backup issues or escalate as needed.
Time Management:
- Log work hours, including login/logout and lunch breaks, in the time management system.
- Track and enter all time and work details in the ticket tracking system.
IT Equipment Setup and Troubleshooting:
- Set up desktops and other IT equipment.
- Troubleshoot desktops, servers, network printers, and other IT equipment.
Training and Certification:
- Share knowledge and train others.
- Continuously update and maintain approved IT certifications.
Documentation:
- Maintain accurate and up-to-date documentation of all processes and solutions.
In-House Support:
- Provide internal IT support as needed.
Other Duties:
- Perform additional tasks as required by management.
Qualifications:
- High School Diploma required; Associates or Bachelor’s degree preferred.
- Minimum of 2 years of experience in an IT helpdesk environment required.
- Certifications in A+, Network Essentials, and Microsoft desktop/server/M365 certifications preferred.
- Strong, results-oriented communication skills with a friendly and professional demeanor.
- Ability to travel to customer locations for on-site support as needed.
Physical Requirements:
- This is an onsite position based in Massillon, Ohio, and may involve occasional travel to customer locations.
- Requires frequent sitting for extended periods of time, particularly while working at a desk or using a computer.
- Occasional standing, walking, and bending during troubleshooting or customer visits.
- Ability to lift and move IT equipment up to 25 lbs.
EEO STATEMENT:
Seifert Technologies is an equal opportunity employer. We provide equal employment opportunities to all applicants without regard to race, color, religion, gender, national origin, age, disability, veteran status, or any other characteristic or status protected under local, state, or federal laws.