Help Desk Analyst

We are seeking a skilled and dedicated Help Desk Analyst to join our technical support team. The ideal candidate will possess a strong background in IT support and customer service, with a focus on providing exceptional assistance to our users. This role requires effective communication skills, technical expertise, and the ability to manage a team in a fast-paced environment. The position will oversee the daily operations of the help desk, ensuring that all support requests are handled efficiently and effectively. We are considering both part-time or full-time candidates.

Duties

• Provide guidance and support to ensure high-quality service delivery.
• Oversee the troubleshooting of software and hardware issues across various operating systems including Windows and mobile OS.
• Ensure effective management of IT infrastructure, including computer networking, VPNs, firewalls, and LAN setups.
• Utilize tools such as NinjaRMM for ticket management and tracking.
• Conduct regular training sessions for staff and clients on technical support best practices and customer service skills.
• Monitor help desk performance metrics to identify areas for improvement and implement necessary changes.
• Maintain documentation of processes, procedures, and knowledge base articles for user reference.
• Act as an escalation point and backup for Tier 1 support.

Experience

• Proven experience in technical support or help desk management roles.
• Strong knowledge of computer management principles and IT infrastructure.
• Proficiency in Microsoft 365 applications and software troubleshooting techniques.
• Experience with desktop support tasks including installation, configuration, and maintenance of computer hardware.
• Experience with remediation of account hijacks and ransomware.
• Familiarity with networking concepts such as LAN configurations, VPNs, firewalls, and security protocols.
• Excellent communication skills with a focus on customer service excellence.
• Ability to work collaboratively in a team-oriented environment while managing multiple priorities effectively.

Our Core Values

At WiReD Technology, technical ability matters, but how you approach your work matters just as much. Every team member is expected to live out our WiReD Core Values:

• W – We Own It
  • Take responsibility.
  • Find solutions, not excuses.
  • Finish what we start.
• I – Improve Every Day
  • Stay curious.
  • Learn new skills.
  • Get 1% better every day.
• R – Relationships First
  • Build trust.
  • Communicate honestly.
  • Serve teammates and customers.
• E – Excellence Always
  • Do quality work.
  • Pay attention to the details.
  • Leave every job better than we found it.
• D – Do the Right Thing
  • Act with integrity.
  • Make the tough call when it is the right one.
  • Protect our customers and our reputation.

What Success Looks Like

A successful WiReD employee:

• Arrives prepared and ready to work
• Understands the assigned scope before beginning
• Keeps the project manager and dispatch informed
• Produces neat, professional, and code-compliant work
• Tests systems before considering the job complete
• Documents completed work and unresolved issues
• Treats the customer’s property with respect
• Supports teammates when help is needed
• Takes pride in representing WiReD Technology
• Compensation and Benefits
• Competitive hourly compensation based on experience:$20+ per hour

Full-time employment
Medical, Vision, and Dental
2x Sick days and 10x PTO days (accrued)
Company vehicle or transportation provided for assigned work
Company tools, equipment, uniforms, and technology provided as applicable
Training and opportunities for professional development

License/Certification:

• CompTIA Network+, A+, Microsoft or similar certification (Required)

Work Location: In person