Job Description

Job Description

Job Description

Our Direct Client has a new Helpdesk/Desktop Analyst job. In this Helpdesk/Desktop Analyst job you will Reporting IT Manager, the Helpdesk Analyst will provide outstanding customer service to all end-users, and should have excellent interpersonal and communication skills, a deep technical knowledge, a positive attitude, a sense of urgency, and is collaborative, resourceful, punctual, and professional.  

Daily Tasks include:

• Provide exceptional customer service support in person, on the phone or through chat/email 
• Utilize helpdesk platform (Freshdesk) to monitor, assign, and respond to helpdesk tickets while meeting SLA’s 
• Install and configure computer hardware, software, and printers 
• Investigate, diagnose and resolve computer software and hardware issues 
• Assist with onboarding of new users 
• Assign users and computers to proper groups in Active Directory and manage security settings on files, folders, and shares. 
• Managing stock of equipment and other supplies  
• Support use of the Microsoft 365 Platform  

• SharePoint / OneDrive standards and use  
• Teams / PBX use  
• Office Suite Training  
• Maintain Technology service desk policies and procedures  
• Develop Knowledgebase articles for Technology group and end-users  
• Manage Technology assets and maintain software / hardware inventory  

Qualifications 

• Undergraduate degree in Computer Science, Information Technology, or a similar technical field  
• 1 or more years’ experience in a similar role  
• Essential Technology Skills  
• Extensive knowledge of Microsoft Active Directory, Windows 10, PC and Mac hardware, printing, peripherals, mobile devices, remote access, systems imaging, virus/malware removal, and productivity applications (Office 365, Google Apps, Adobe, Okta, Zoom, etc.)  
• Working knowledge of ticketing platforms (Freshdesk preferred), operating systems migrations, automated deployment of software packages and updates  
• Strong working knowledge of networking, wireless, servers, telecom and security principles  
• Excellent interpersonal skills and command of written/spoken English, with the ability to communicate complex information easily and tactfully to a variety of audiences  
• Ability to work independently and take initiative; demonstrated ability to identify and troubleshoot complex problems and see them through to a resolution  
• Professional and service-oriented demeanor; must be able to work cooperatively with users and external partners  
• Excellent attendance and punctuality 
• Available to work on occasional evenings and weekends (as needed)  
• Technical certifications a plus (e.g. MCP, MCSE, ITIL, A+, etc.)

• Fluency in written and spoken Latin American Spanish a plus  

If you are interested in this Helpdesk/Desktop Analyst job please apply now to be connected with a member of our team.

Please note: Applying to this role is an agreement to have your information entered into our database and acknowledgement that a recruiter will reach out to you either by phone, email, and/or text message regarding this and similar job opportunities.

Aquinas Consulting is a woman and minority owned company headquartered in Milford, CT that provides Engineering, Information Technology (IT), and Manufacturing staffing solutions throughout the US. We take pride in 20 years of service to our clients, our hiring managers, our consultants, and our local community. Aquinas is an affirmative action, equal opportunity employer and committed to considering all qualified applications without regard to race, genetic information, sex, age, color, religion, national origin, veteran status, disability or any other characteristic protected by law.

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