Jr. HelpDesk Analyst

Description

Position at Aculocity, LLC

Job Title: Junior Helpdesk Analyst

Department: Aculocity

Location:Birmingham

Reports To: Randall Kouns

FLSA Status: Salary Exempt

Prepared By: Randall Kouns

Approved By:

Approved Date:

Revised Date:

Summary

Aculocity is a dynamic, fast moving, global technology consulting company that enhances business processes and uses technology to solve business problems. Since we launched in 2006, we have delivered custom software development solutions, implementation of software systems, business intelligence and business process solutions. We are also part of the GVW Group, LLC, portfolio of companies, and we are a premier provider of technology services for all GVW portfolio companies as well as an expanding external client base.

Position Description:

The Junior Helpdesk Analyst serves as an associate to the Helpdsk Analyst to provide the first line of defense providing Level 1 support to computer system users at our corporate office located in Birmingham, Alabama. You will develop skills, knowledge and expertise to work within a team to assist in maintenance and operations of the corporate technology infrastructure. Providing front line user support for the portfolio of companies of the GVW Group, LLC.

Key Outcomes

Provide level 1 - 2 IT support for end users in a high paced manufacturing facility, utilizing knowledge, skills and research to identify and correct reported issues.

Work within a dedicated ticketing system to provide timely customer service and support.

Image and maintain Windows 10 computers.

Work within dedicated ticketing system, providing end users with updates and clear, concise communications.

Provide a high level of customer service.

Essential Duties & Responsibilities and Est. % of Time Spent on Each

Support of end user IT needs - 60%

Imaging Computers - 10%

Managing Ticket queue, responding to end user questions 15%

Assisting other IT Team Members - 10 %

Documentation, Knowledge Base Articles - 5%

Additional Duties & Responsibilities

Inventory management, skill development, departmental and one on one meetings

Position Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Demonstrated ability to troubleshoot and resolve basic desktop, notebook and mobile issues.
• General understanding of computer networking, security and infrastructure best practices.
• Effective organization and planning skills and ability to prioritize work on multiple projects with high attention to detail.
• Strong communication, interpersonal and customer service skills to work effectively both independently and as part of a team
• Ability to meet the physical requirements of the position, including the ability to lift and handle up to 50 pounds in equipment.
• Work with other information system individuals and teams and vendors in other countries.
• Ability and willingness to provide support during off hours when necessary

Key Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Support of Windows 10 Operating Systems
• Understanding of Industry Standard Security protocols and controls
• Understanding of Microsoft Active Directory, LAN/WAN, DNS.DHCP
• Understanding of Mobile Device Management

Preferred Education, Certification, Training

To perform the job successfully, an individual should have or obtain the following education, certification or training:

• Microsoft A+ certification or other industry recognized advanced certification

• Knowledge of Microsoft Active Directory, Understanding of LAN/WAN, DNS/WINS, DHCP and mobile computing environments
• Associates or BA/BS degree in computer science, engineering or equivalent practical experience.
• 1 year of work experience in Microsoft Windows desktops, servers and networks.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to stand and walk. Ability to meet the physical requirements of the position, including the ability to lift and handle up to 50 pounds in equipment

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.