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Help Desk Analyst

Harbor Freight Tools
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The Help Desk Analyst position assists staff with technical support of laptop and desktop computers, software applications, mobile devices, and related technology. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. The position provides one-on-one deskside, over-the-phone, and remote consulting to Harbor Freight staff. This position also assists with maintenance and testing of network servers and associated equipment.
Essential Duties and Responsibilities
  • Provide desktop support services and activities with a high level of customer satisfaction including: installation, configuration and ongoing usability of desktop/laptop computers, peripheral equipment, mobile devices and software.
  • Monitor Windows and Mac environments, identify and troubleshoot associated problems impacting performance and availability
  • Troubleshoot and resolve client network and application issues in accordance with our Service Level Agreements (SLAs)
  • Create, test and successfully run Windows and Apple automation scripts for enterprise deployments of software, updates and group policies in both test and production environments
  • Desktop image management for client systems
  • Create, follow and improve upon Standard Operating Procedures and Knowledge Base Articles.
  • Configure and troubleshoot MS Office applications for clients
  • Use Microsoft Active Directory to set folder/user permissions; add clients and workstations to the domain
  • Track hardware in company’s asset inventory
  • Address client-side performance and reliability issues across multiple locations
  • Properly configure agents to ensure reliable backup and recovery functions for client computers and laptops
  • Maintain and update documentation for assigned projects and systems
  • Assist in the implementation of telecommunications systems, including VOIP, cell phones and mailbox management
  • Additional duties as assigned by management
Job Qualifications – Education and Experience
Required
  • High school diploma or equivalent
  • 6+ months experience with hardware maintenance and support
  • 6+ months experience supporting Windows and/or Apple environments
  • Familiar with Microsoft Windows and/or Apple OS X
  • Familiar with Microsoft Office
  • Strong written and verbal communication skills with attention to detail
  • Strong customer service skills
  • Strong analytical, organizational, and multi-tasking skills
  • Energetic, highly self-motivated and able to work efficiently and productively in a start-up company environment
  • Aptitude, willingness, and strong desire to learn new things
Preferred
  • 1+ years of scripting in Windows and/or Linux environments
  • 1+ years working with SCCM or SMS
  • 1+ years with Microsoft Exchange and Outlook in a 500+ user environment
  • 1+ years’ experience with Microsoft Active Directory
  • 1+ years’ experience with backups and disaster recovery planning across multiple locations
  • Experience with remote desktop management
  • Experience with remote support tools
  • Experience with DNS, DHCP, and network protocols
  • General knowledge of TCP/IP and patch panels
  • MTA, ACSP, A+ and/or Network+ certification
  • Experience with mobile device management, including iPhone mobile devices