IT Help Desk Analyst

Your role in helping us shape the future:
As an IT Helpdesk Analyst, you will occupy a critical role as a primary point of contact for end users, providing hardware and software support, maintenance, and administration activities for mission-critical enterprise services for Intelsat Corporation Working closely with other IT teams, you will provide resolutions for a variety of technical issues. You will produce how-to documentation to help build and maintain a searchable database of quick solutions to common concerns and issues.
Are you up to the challenge?

• Provide Excellent customer service to the Intelsat employees in a fast-paced environment
• Show advanced technical skills in a IT desktop support role
• Participate in team projects that enhance the quality of IT service

You should definitely have:

• High School Diploma, at least 3 to 5 years related experience
• Respond to customer requests for support via telephone, e-mail, or walkups
• Assist in the resolution of user and support issues to ensure timely distribution of knowledge and positive impact on user satisfaction
• Break/fix support of IT equipment (laptops, desktops, printers, smartphones, VTC equipment)
• Properly run network and power cables
• Maintain IT device inventories as instructed by Help Desk Manager.
• Participate in ACD phone call rotation support
• Assist in training end users
• Research and resolve issues in a timely manner in accordance with standards
• Escalate problems to appropriate teams based on established guidelines and procedures
• Participate in team projects that enhance the quality or efficiency of service
• Respond and resolve issues effectively and efficiently
• Troubleshoot remote connectivity issues for traveling users and remote offices

It would be nice if you had:

• Relationship building (people) skills
• Excellent communication skills (both verbal and written)
• Excellent organizational skills, ability to take technical direction and ability to prioritize tasks
• Strong understanding of distributed systems architecture and general knowledge of multiple technical disciplines
• Ability to understand and assist in solving network server problems or network infrastructure issues
• Demonstrable experience in the first level support of laptop and desktop computers.
• Demonstrated problem-solving skills
• Ability to maintain a high level of client trust and confidence in the understanding of and concern for clients' needs
• Must possess a motivated and team player work ethic

What it's like to work with us:
Intelsat is connecting the world and transforming the satellite and inflight connectivity landscape by reaching beyond the traditional satellite industry. We are defining new products that will open new, profitable markets. We connect the aviation industry and air travelers with innovative technology and applications, and we do it all in a high-energy environment that welcomes the next challenge. To help us reach this goal, you should be a bold thinker who will perform a key role in shaping Intelsat innovation for years to come.
• We emphasize personal and professional growth• Awesome benefits including PTO, medical, tuition reimbursement, and training• Fun, diverse, and inclusive culture
Other Job Info:

• Relationship building (people) skills
• Excellent communication skills (both verbal and written)
• Excellent organizational skills, ability to take technical direction and ability to prioritize tasks
• Strong understanding of distributed systems architecture and general knowledge of multiple technical disciplines
• Ability to understand and assist in solving network server problems or network infrastructure issues
• Demonstrated problem-solving skills
• Ability to maintain a high level of client trust and confidence in the understanding of and concern for clients' needs
• Must possess a motivated and team player work ethic

This role is subject to ITAR; candidates must be a US Person (this includes US Citizen, Permanent Resident or Protected Individual such as an asylee or refugee).