Helpdesk Analyst
CESO, INC.
full-time
Posted on:
Location Type: Hybrid
Location: Charlotte • North Carolina • 🇺🇸 United States
Visit company websiteSalary
💰 $46,539 - $73,458 per year
Job Level
Junior
Tech Stack
Azure
About the role
- Monitor events, incidents, and service requests related to IT systems, infrastructure, and services.
- Act as the primary liaison between customers and IT departments to ensure service requests and incidents are documented, resolved, or escalated appropriately.
- Field helpdesk inquiries via phone, email, and in person while providing excellent customer service.
- Diagnose, troubleshoot, and resolve hardware, software, and connectivity issues for desktop, tablet and mobile devices.
- Perform hands-on fixes, including installing and upgrading software, setting up hardware, and configuring systems in accordance with established guidelines.
- Set up new employee equipment, including hardware installation, operating system setup, and application access.
- Manage employee onboarding and offboarding processes, including system activations, deactivations, and documentation updates.
- Apply diagnostic tools, software updates, and online resources to aid in problem resolution.
- Conduct preventive maintenance, including cleaning and inspecting workstations, printers, and peripherals.
- Escalate advanced issues to appropriate technicians or departments and provide periodic follow-ups to ensure resolution.
- Develop and maintain technical documentation, knowledge base articles, and FAQ resources for end-user support.
- Assist with new hire onboarding by setting up standard hardware, software, and account configurations.
- Perform routine workstation and software updates to maintain optimal system functionality.
- Adhere to established helpdesk policies, procedures, and service standards.
- Perform additional duties as assigned to support the IT department’s objectives.
Requirements
- Bachelor's Degree (B. A. / B. S.) from four-year college or university; or 1-year related experience and/or training; or equivalent combination of education and experience.
- Microsoft Office Suite and Adobe programs
- Experienced in integrating Power Apps with Microsoft services (SharePoint, Teams, Azure, Dynamics 365) and third-party APIs.
Benefits
- Flexible and Hybrid Work Schedule
- Paid Time Off – Credited to You 100% Upfront
- 401K with a Company Match
- Rewards and Recognition Program
- Training and Development to Foster Professional Growth
- Paid Holidays
- Medical / Dental / Vision Coverage
- Welcome Box
- Casual Dress Code
- Reimbursement for Professional Licenses
- Paid Time Off for Community Team Service Events
- Voluntary or Supplemental Short-Term / Long-Term Disability
- Employee Assistance Program
- Company Paid Bonding and Recovery
- Employee events such as lunches and outings to foster a positive work environment
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootingdiagnosinghardware installationsoftware installationsystem configurationpreventive maintenancetechnical documentationworkstation updatescustomer serviceonboarding processes
Soft skills
communicationproblem-solvingcustomer liaisonteam collaborationattention to detailorganizational skillsescalation managementadaptabilitytime managementinterpersonal skills