IT Analyst and Helpdesk Technician

Department

Information Technology

Reporting to

CISO

Summary Statement

The IT Analyst and Helpdesk Technician provides first-line technical support to Senesco Marine employees by troubleshooting hardware, software, networking, printing, mobile devices, and Microsoft 365 issues. This position assists with user account administration, device deployment, inventory management, documentation, and compliance-related activities while supporting day-to-day IT operations. The technician is responsible for delivering prompt employee support, maintaining accurate records, and escalating issues when appropriate.

Responsibilities

• Provide first-level technical support for computer hardware, software, Microsoft 365 applications, mobile devices, printers, and related technologies by responding to service requests, troubleshooting issues, following up on open items, and escalating complex matters as needed- through emails, calls, in-person discussions, and daily IT meetings.
• Deploy, configure, maintain, and support end-user devices, software, user accounts, permissions, security groups, and technology resources while assisting with onboarding, offboarding, system administration, software deployment, testing, and configuration management.
• Maintain accurate records of IT assets, inventory, equipment assignments, support activities, technical documentation, procedures, training materials, project tasks, and system configurations.
• Support cybersecurity, compliance, and governance initiatives by maintaining policies, procedures, work instructions, assessment evidence, and security-related documentation in accordance with organizational and regulatory requirements.
• Assist with technology projects, infrastructure improvements, automation initiatives, business process improvements, product research, solution evaluations, and implementation of new technologies and systems.
• Collaborate with employees, management, vendors, and IT team members to prioritize work, communicate status, provide user guidance, and ensure reliable delivery of technology services that support business operations.
• Follow and comply with documented Information Security Policy, including requirements for maintaining appropriate documentation and records.

Education/Experience

• Highschool diploma or equivalent certification required.
• Associate degree in Information Technology, Computer Science, or related field preferred.
• CompTIA A+, Network+, or Security+ certifications preferred
• 0-2 years of experience in technical support, helpdesk, or other information technology experience.
• Basic knowledge of Microsoft Windows, Microsoft 365, Microsoft Azure, Microsoft SharePoint and OneDrive, printers, mobile devices, telephony, teleconferencing equipment, and computer hardware.
• Understanding of networking fundamentals.
• Familiarity with Microsoft Intune or similar mobile device management platforms preferred.
• Strong troubleshooting, organizational, and communication skills.
• Ability to work both independently and as part of a team.
• Ability to maintain confidentiality and handle sensitive information appropriately.

Physical Requirements

• The employee must have vision correctable to 20/40, however contact lenses are not permitted in certain production area positions.
• The employee must pass the Ishihara test for color blindness and have the ability to read and understand safety symbols and colors, (i.e. red, yellow, green, etc.).
• The employee must be able to stand, sit, walk, squat, kneel, stoop, and climb stairs or a ladder.
• The employee must have good balance and the capability of standing on each foot for a period of 30 seconds or more.
• The employee must be able to carry tools or equipment to their designated work area. They could include but are not limited to the tools associated with their trade, or others as designated by their responsibilities. The approximate weight could be as much as 50 pounds.

Work Demands

• The employee is required to wear personal protective equipment (PPE) including but not limited to respirator, hardhat, face shield, safety goggles, safety shoes (steel toe), safety harness, gloves or other protective clothing as determined by a Senesco Marine Job Hazard Analysis.
• The employee must report all accidents or injuries to their supervisor and the Environmental Safety and Health Department.
• The employee must report to their supervisor all damages to equipment or broken and misused tools.
• The employee may be working in several different areas and environments; this includes work inside and outside of buildings or structures.
• The employee needs to work at a pace consistent with meeting company deadlines.

Disclaimer

This job description is not necessarily an all-inclusive list of job-related responsibilities, duties, skills, efforts, requirements, or working conditions. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.