Help Desk Analyst Tier 1

Title: Help Desk Analyst

Location: Remote

Who We Are:

Rackner is a software consultancy that builds cloud-native solutions for startups, enterprises, and the public sector. We are an energetic, growing consultancy with a passion for solving big problems for both startups and enterprises. We enable digital transformation for large organizations through the newest in distributed technologies as we are laser focused on end-to- end application development, DevSecOps, AI/ML and systems architecture and our methodology focuses on cloud-first and cost-effective innovation. Our customers hail from a diverse, ever-growing list of industries. We work with small startups, hyper-growth companies, and some of the largest enterprises.

Position Overview:

The Tier 1 Application Help Desk Specialist, will serve as the main point of entry for applications phone and email support requests, and will provide direct administrator support in a 24/7 Help Desk environment. Provides phone and in-person support to users in areas which include e-mail, LAN/WAN, directories, standard desktop images and applications, COTS and GOTS applications.  Serves as the initial point of contact for troubleshooting all IT related problems, including hardware/software, passwords, and printer problems. Monitor and Report Network and Application Status to ensure availability. Assist engineers in identifying/resolving problems to ensure that the network and applications are up and online. Provide site management, and ensure systems are operational.

• Requires comprehensive knowledge of stand-alone and networked personal computers and related peripheral equipment, and of commonly used stand-alone and networked applications.
• Performs end-user support by phone, in person, and online. May staff a help desk, information center and/or provide on-site support.
• Assists in maintaining and troubleshooting devices and systems, hardware, and software.
• Assists in documenting system performance, bugs, debugging, and program requirements.
• Follows maintenance protocols to ensure systems are secure and ready for users.
• Assists in coordinating the set-up of data services, as well as phone, computer, and printer installation.
• This is not intended to be an all-inclusive list of job duties and responsibilities. Other duties, responsibilities and activities may change or be assigned at any time with or without notice. 
• Experience with Trouble Ticketing system(s)
• Ability to react to high priority problem calls, and interface with a variety of VIP’s and Executive level staff personnel.
• Some proficiency in MS OS:  Win 7, Win 10
• Expertise in the use of enterprise tools for OS deployment, software distribution, back-up and disaster recovery, client setups for Applications and file recovery desired, but not required.
• Commitment to excellence and high standards
• Strong organizational skills; able to manage priorities and workflow and provide documentation.

Role/Job/Scope:

• Knowledge - Assignments are received in task oriented terms and are routine in nature. Follows established policies and precedents. 
• Impact - Errors can be detected easily and quickly within immediate work unit and would result in only minor disruption or expense to correct. 
• Supervision Received - Close supervision involving detailed instructions and constraint checking on work performance. Little or no role in decision-making. 
• Contacts - Contacts are primarily within the immediate work unit. Contact involves obtaining or providing information requiring little experience or interpretation. 

Shift Times:

• Current available shift times are: 
  • 2 Vacancies @ First Shift: Mon-Fri 7am - 3:30pm
  • 1 Vacancy @ Swing Shift Days: Wed & Thur 3pm-11:30pm AND Sat & Sun 11am-11:30pm

Requirements:

• High school degree
• Must be U.S. Citizen
• Must be able to obtain public trust clearance

 Additional Info/Benefits

Rackner embraces and promotes employee development and training and covers the cost of certifications relevant to a position and the technologies/services provided. Fitness/Gym membership eligibility, weekly pay schedule and employee swag, snacks, & events are offered as well!

• 401k with 100% matching up to 6%
• Highly competitive PTO
• Great health Insurance with large network of providers
• Medical, Dental and Vision
• Life insurance, and short + long term disability
• Industry-Leading Weekly Pay Schedule
• Home office & equipment plan