Helpdesk Analyst

Must be able to pass pre-employment drug test and criminal background check.

CGL is a provider of justice facility planning, design, and program management and maintenance solutions to justice facilities and other public facilities throughout the U.S. and internationally. CGL Facility Management, LLC provides comprehensive contract facility maintenance services to commercial clients.

A Brief Overview
The Helpdesk Analyst will work on the Corporate IT Support team to assist users and complete internal IT projects. The Helpdesk Analyst works in a team to support and maintain the organization's in-house computer systems, desktops, and peripherals. This position installs, diagnoses, repairs, maintains, and upgrades all hardware and equipment while ensuring optimal performance. It also troubleshoots problem areas promptly and accurately, and provides end-user training and assistance where required. This role offers Tier 1 and Tier 2 support

What you will do

• Provides support for PC applications.
• Analyzes, diagnoses, and resolves user PC/Laptop, MAC hardware and software problems.
• Supports corporate administrative and remote users of Windows PC's, laptops, tablets, and Apple products.
• Submits for Purchases, configures, and installs PC's, laptops, handheld devices, and related equipment.
• Maintains hardware and software inventory records. Tracks software licenses.
• Evaluates and implements new PC software for all departments.
• Reads and understands technical manuals, procedural documentation, and guides.
• Conducts research into issues and products as required.
• Serves as an additional security team member aiding incident response (IR).
• Provides Management and support for Mobile & Desktop telephony along with conferencing systems.
• Demonstrates a strong customer-service mindset by treating internal staff as key customers, ensuring their needs are understood, prioritized, and effectively supported.
• Works with vendors and other secondary support.
• Ensures endpoint computing devices are within standards.
• Provides escalatory support for tier 1 & 2 support.
• Any additional assigned duties that may be assigned.
• Answer user inquiries via phone and email, regarding computer software or hardware operation to resolve problems
• Troubleshoot and resolve IT issues for staff and programs on day to day basis
• Create new user accounts via Microsoft Active Directory
• Document IT tickets and resolution of problem(s) in ticketing system
• Work with third party product, maintenance & support technical partners
• Supports enterprise wide projects as needed
• Assist Director of IT Support, Operations and all other duties as assigned

Qualifications

• Bachelor's Degree in IT, business management, administration, or another related field. Preferred
• 4-6 years Hardware and software experience. Required
• 4-6 years Experience with desktop Windows operating systems. Required
• 4-6 years Extensive business application support experience including MS office products. Required
• 4-6 years Experience with a variety of PC peripherals including modems, printers, monitors and input devices. Required
• 1-3 years Experience with managing mobile devices and MDM solutions Required
• Must have excellent customer service by phone and in person.
• Working knowledge of multiple pc diagnostic and workstation analyzer tools.
• Must be able to work in a team-oriented, collaborative environment.
• Requires the ability to demonstrate attention to detail, a commitment to excellence, and an orientation toward positive change and continuous improvement.
• Individual must work well with others, but can also carry out tasks independently, with minimal supervision.
• Ability to prioritize in a fast-moving environment with excellent management and business literacy skills, and who takes initiative to identify and anticipate project needs and implement action.
• MCP, A+, Net + Preferred
• Microsoft Windows Certification Preferred