Senior Helpdesk Analyst

Duties and Responsibilities:

Ability to perform all daily functions of the Desktop Support team at BDA, Inc.’s MFC Site.

Create and implement policies and procedures to assure timely and efficient service desk support for the company.

Act as liaison to other company IT groups on escalations and projects.

Act as primary support for BDA’s Retail Stores, Pop-ups and trade related engagements.

Provide for Support of BDA’s EMEA, China, Canada and East coast offices; may include flexible hours periodically.

Ability to perform as “smart hands” for IT engineering teams when troubleshooting networks, servers, power distribution, or cooling issues in computer rooms. May include installation and/or disposal of equipment.

Actively own, create and implement as well as contribute to, IT Department policies and procedures to assure timely and efficient service desk support for the company.

Perform desktop and laptop computer deployments.

Domain account creation and management in a Windows domain.

Serve as Administrator for Ticketing System and SME for ticket process.

Assisting with asset inventory and management.

Assist end users with daily hardware/software issues both in-person and remotely.

Provide simple instructions/training to customers on basic desktop usage.

Shift hours - standardly to be 7:00am-4:00pm EST/EDT but will be required to be flexible to provide extended support when required for Users needs.

On-Site a minimum of 3 days per week; flex work is offered up to 2 days per week for employees in good standing after their probation period.

Participate in rotating Afterhours and Weekend Support Model within the IT Help Desk Team.

Other duties as assigned.

Job Skills & Traits:

Experience using a Helpdesk ticketing system (Jira/JSM, TrackIT!, Remedy, etc).

High level understanding of the MS Windows client OS (10 or higher) and products in an enterprise environment.

Competent understanding of Mac OSx in an enterprise environment.

Competent understanding of ITSM; ITIL v3 knowledge is preferred.

Experience with supporting Windows Operating Systems, Office 365, Active Directory, SCCM, MS Intune/AutoPilot, JAMF and Oracle environments.

Experience with computer imaging technologies (WDS, Autopilot, etc) are required.

History using device management suites (Intune, JAMF, SCCM) is nice to have.

Knowledge of Mac OS and iOS platforms are a huge plus!

Enterprise device (laptop, tablet, mobile phone) laptop support in a geographically distributed technical support environment.

Understanding of user permissions in domain and workgroup environments.

Basic knowledge and understanding of DNS, the internet and mail flow.

Understanding of Windows domain user account management.

Ability to communicate with vendors for RMA and troubleshooting purposes.

Experience using a remote support application (LogMeIn, GoToMyPC, Lync, SCCM, etc).

Experience in Industry Standard Conference Room technologies and Support.

Ability to identify when a problem needs to be escalated and to whom.

Pleasant and professional demeanor in all communications.

Adhere to CSAT SLAs and perform all work with drive towards Customer Satisfaction

Work well with clients at all levels, from executive to IT to end user.

Ability to remain calm in stressful situations.

Ability to work independently and effectively on daily tasks without direct supervision.

Able to work at an efficient and quick pace in troubleshooting and resolving issues while maintaining high quality. standards.

Accurately enter and maintain case/ticket information including notes and resolution steps.

Must be capable of independent self-direction as well as productive part of Support workload and projects.

Must be able to lift 25 lbs and crawl underneath desks if necessary.

Conversational understanding of French a nice to have.

Requirements
Bachelor’s degree (B.A. or B.S.) from accredited institution and/or 5 plus years relevant experience.

Certifications are beneficial but not required.

Valid driver’s license, car insurance and reliable personal vehicle.

Travel required?   10% or less

Financial/budgetary responsibility?  No

Strategic planning responsibilities?  No

We are pleased to share the base salary range for this position is $52,000 to $60,000. If you are hired at BDA, your compensation will be determined based on factors that may include geographic location, skills, education, and experience. In addition to these factors, we believe in the importance of pay equity and consider internal equity of our current team members as a part of any offer. In the spirit of pay transparency, the range listed is the full base salary range for the role and hiring at the top of the range would not be typical, in order to allow for future salary growth. The range listed is just one component of BDA’s total compensation and rewards programs, which includes: robust PTO; vacation, a paid volunteer day, holidays and summer Fridays, Benefits; medical, dental, vision, life, and AD&D insurance, 401k; tuition reimbursement, mental health and financial wellness programs and professional development opportunities including tuition reimbursement. Certain revenue-generating positions may be eligible for incentive compensation.