Sobre esta vaga de IT Help Desk Analyst 1 na Walbec Group
Job Description:
About Walbec Group
Walbec produces high-quality construction materials and delivers unparalleled professional design, engineering and construction services at its six companies, including Payne and Dolan, Northeast Asphalt, Zenith Tech, Parisi, Premier Concrete, and Construction Resources Management. Whether building bridges, stabilizing shorelines, rehabilitating structures, or providing site engineering and construction solutions for solar, Walbec is your bridge to expertise in construction and engineering.
With safety and ethics at the core of everything we do, our experienced professionals are hard at work on commercial and industrial sites throughout the Midwest.
The Position:
Provide basic level end-user support for all business units within the Walbec Group. This includes documenting incident tickets within the service desk application, initial triage and remediation of reported issues, and escalation to higher-level support as needed. This support can be delivered through various methods including telephone, chat, video, remote desktop access, and in-person assistance.
End User Support
Responsible incident reporting through telephone calls, chat, email, or in person
Responsible for creating incident tickets for each new incident reported to the service desk
Perform initial triage and diagnostic troubleshooting to determine cause and remediate if possible
Escalate incident tickets to support after initial triage has been completed and basic diagnostic information has been assembled and documented in the incident ticket
Prioritize and schedule incident resolution with end users when required
Provide support through end user education for the operation of technology including computers, printers, fax machines, smartphones, tablets, and video conferencing equipment
Test and validate fixes for reported issues to ensure problem resolution
Perform post resolution follow-ups to ensure end-user satisfaction
Hardware Support
Utilizes various diagnostic tools to perform troubleshooting including: SysInternals Suite, Event Viewer, Resource Monitor, and Task Manager
Access system, driver, and application updates through various resources including the internet
Perform setup, configuration, and asset tagging of all End User Devices
Perform preventative maintenance including checking and cleaning end user devices when needed and during the off-season period
Maintain working knowledge of trends and best practices in regards to desktop and Laptop PC hardware and software
Maintain list of hardware and software support contact information
Requirements:
Associates Degree related to Information Technology
1 Year of Experience in Similar role in place of Associate Degree
Basic knowledge of Microsoft Windows desktop operating systems
Basic knowledge of Microsoft Office Suite
Basic knowledge of computer hardware and software
Basic knowledge of networking design and terminology
The Benefits:
Competitive compensation aligned with industry standards
Employer Paid Medical Plan with HRA contribution (eligibility requirements)
Dental, Vision, and Life Insurance
Flex Spending Account (FSA)
Employee Assistance Program (EAP)
Company-paid short and long-term disability coverage
Paid parental leave
Generous PTO and paid holidays
Profit sharing
Robust Walbec training and professional development program
Ongoing career growth opportunities
We are an Equal Employment Opportunity (EEO) and Affirmative Action employer, and it is our practice to provide equal employment opportunities to all qualified applicants. In addition, it is the policy of the Company to comply with applicable federal, state and local laws governing nondiscrimination in employment in each locality in which the Company has employees. Women and minorities are encouraged to apply!