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Helpdesk Support Analyst

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Job Description

Job Description

Draper, Inc. has an exciting opportunity for a Helpdesk Support Analyst. We are a family-owned company dating back to 1902 and have over 700 employees. We are a leader in our markets resulting in a very positive and exciting future. Work hours are first shift hours with possible on-call responsibilities during second shift. The job will start out as fully on-site with the possibility of eventually having the option for being able to work from home one day a week. The primary responsibilities and minimum qualifications for this position are listed below.

Primary Responsibilities:

  • Installs and maintains all computer-related equipment for the office and the plant. This includes, but is not limited to, PC's, printers, scanners, phones, and monitors.
  • Implements and maintains the operating system image management platform.
  • Analyzes problems and provides technical assistance, support, and advice to end users for hardware, software, and systems.
  • Investigates and resolves user software and hardware problems including researching alternate approaches when standardized approaches cannot be applied.
  • Tests software and hardware to evaluate ease of use and whether product will aid users in performing work.
  • Writes software and hardware evaluations and makes recommendations for management review.
  • Develops training materials and procedures for end users regarding the proper use of company software.
  • Ensures data integrity through the implementation of data safeguards that meet company protocols.
  • Conducts office automation feasibility studies, including workflow analysis, design, and cost comparison analysis.
  • Collaborates with IT team members to implement security patches and changes across the network.
  • Manages the assignment of incoming technical support requests to other helpdesk analysts, and the escalation of tickets to Tier 2/3 Support.
  • Tracks all hardware assignments to end-users and ensures that hardware is returned when employees leave the company.

Minimum Qualifications:

  • Helpdesk ticketing platform management
  • A+ Certification
  • M365 Administration
  • Microsoft Office installation and update deployment
  • VOIP phone setup and configuration
  • Printer maintenance
  • Active Directory maintenance
  • Experience working in a warehouse and manufacturing environment

Draper, Inc. is an equal opportunity employer



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