IT Helpdesk Analyst

The Onsite IT Helpdesk Analyst is responsible for providing comprehensive technical support to end-users within the organization. This role involves troubleshooting and problem-solving hardware and software issues, managing helpdesk tickets, and ensuring effective IT operations. The analyst will prepare devices, oversee incident management, and facilitate the onboarding and offboarding processes for employees, the Field Sales team, and contractors. Additionally, the analyst will provide weekly reporting on helpdesk activities and collaborate with IT vendors to enhance service delivery. The position requires onsite presence primarily at both the Paramus, NJ office, with onsite support at the King of Prussia, PA office once a week. The analyst may also need to travel to national commercial team events a few times a year.

Asset Management :

• Manage and maintain IT assets, including laptops, iPads, and accessories (monitors, keyboards, mice, etc.).

• Oversee software licenses for various applications utilized within the organization.

• Conduct regular audits of IT assets to ensure compliance and proper utilization throughout their lifecycle, from procurement to destruction.

• Device Preparation:

• Prepare and configure devices (laptops, mobile phones, iPads) for new hires and existing employees, ensuring all necessary software and settings are installed and operational.

• Ensure devices are ready for use, including performing updates, installing required applications, and conducting quality checks.

• Technical Training:

• Provide technical training and support to end-users on IT systems, applications, and best practices to enhance user proficiency and satisfaction.

• Develop training materials and documentation to assist users in navigating IT resources effectively.

• IT Infrastructure Change Management:
  • Implement enhancements, bug fixes, and configuration changes to IT systems.
  • Perform impact assessments, development, testing, and communication of changes.

• Coordinate the migration of changes to production environments while minimizing disruption.

• Incident Management:

• Handle Severity 1, 2, and VIP incidents, ensuring timely resolution and communication.

• Monitor and track helpdesk Service Level Agreements (SLAs) to ensure compliance.

• Conduct root cause analysis for recurring issues and recommend preventive measures.

• Onboarding and Offboarding:

• Facilitate the onboarding process for new employees, contractors, and guest accounts, ensuring all necessary IT equipment and access are provided.

• Manage the offboarding process, including the retrieval of IT assets and revocation of access rights.

• Conference Room Support:

• Provide technical support for conference room equipment, including audio-visual systems, video conferencing tools, and presentation devices.

• Ensure that all conference room technology is operational and ready for use by employees and guests.

• WiFi Support:

• Assist users with WiFi connectivity issues, ensuring reliable internet access across the office locations.

• Collaborate with network teams to troubleshoot and resolve WiFi-related problems.

• Network Equipment Maintenance:

• Maintain and monitor network equipment, ensuring optimal performance and reliability.

• Work closely with vendors to manage network infrastructure and resolve any issues that arise.

• Helpdesk Ticketing Management:

• Manage helpdesk tickets efficiently, ensuring timely responses and resolutions to user requests.
• Provide weekly reporting on helpdesk performance metrics and user satisfaction.

Supervision Exercised:

• This position has direct supervision of the IT Service Desk operations, ensuring that all support activities are executed efficiently and effectively.
• Oversee the performance of vendor-supported IT Service Desk staff, providing guidance and ensuring adherence to service level agreements (SLAs).
• Monitor helpdesk ticket resolution processes, ensuring timely responses and escalations as necessary.
• Train and mentor IT Service Desk personnel, fostering a collaborative environment that promotes professional development and knowledge sharing.
• Collaborate with IT management to develop and implement best practices for service delivery and incident management.

• Bachelor's degree in computer science, Information Technology, or a related field (preferred).
• Relevant IT certifications (e.g., CompTIA A+, ITIL) are a plus.
• 2+ years of experience in a helpdesk or technical support role.
• Proficient in troubleshooting hardware and software issues across various platforms