Job Description

Precision Resources, a division of the Trimarc Group Inc has an immediate opening for Senior IT Helpdesk Analyst for a PERMANENT position. Great organization, undergoing large growth and is hiring to accommodate additional needs. This role will be responsible for providing advanced support to IT tickets assigned from the ITSM tool which may include installing, relocating, maintaining, and supporting end user computing hardware and software such as monitors, printers, VOIP phones and support software such as PC, mobile devices, printers, telephones, productivity applications and unified communications such as CISCO and TEAMS.

Location:
This position will require working onsite in Dothan, AL.
Non-local residents encouraged to apply, relocation assistance offered

Responsibilities:

• Provide advanced support for tickets routed from the ITSM tool from Level One Support to resolve problems for the organization’s technology devices, network, systems, and applications.
• Monitor, manage, update and resolve incidents & service requests.
• Analyze moderate to complex issues and take action to resolve directly or through advanced escalation.
• Pre-stage, image and install Windows Desktops & Laptops and related hardware & software.
• Troubleshoot and resolve end user hardware & software problems.
• Provide expert level support in troubleshooting desktop peripherals in the environment.
• Process requests such as user provisioning, video conference setup, support, and other requests.
• Create/Review/Update appropriate support documentation adhering to standard operating procedures and processes.
• Provide support to clients on software and hardware platforms.
• Interface with vendors for service of PCs and related hardware.
• Escalate complex issues as defined in standard operating procedures.

Requirements:

• 4+ years in a Service Desk Analyst role
• Knowledge of enterprise workstation (Desktop & Laptop) technologies
• Experience with MS Windows 10, Active Directory, O365 & Microsoft Outlook
• Experience with Anti-virus software
• Experience troubleshooting & supporting Citrix and cloud applications
• Mobile device management & support using Microsoft InTune
• Remote access technologies (VPN, Azure Virtual Desktop)
• Experience with on-boarding, off-boarding
• Windows imaging & performing Installs/Moves/Adds/Changes on devices
• Microsoft Teams experience
• Relevant degree or certification(s) preferred or equivalent experience
• Strong written & oral communication skills
• Strong customer service skills
• Must have a US Citizenship or US Green Card
• Must be willing to work onsite.