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Smithers - Market Intelligence Services · 3 months ago

Information Technology Help Desk Analyst

Akron, OH

Full-time

Hybrid

New Grad, Entry Level

Smithers is a Market Intelligence Services company seeking a detail-oriented, customer-focused IT Help Desk Analyst to join their Quality Assessments Division. The role involves providing technical support, managing service calls, troubleshooting software issues, and collaborating with IT teams to enhance services and resolve technical problems.

Information Services

Responsibilities

Install, configure, deliver, tag, and decommission IT hardware, software, and peripherals

Image and deploy new computers

Troubleshoot issues with computers, laptops, mobile devices, and other peripheral devices

Maintain accurate documentation in the helpdesk ticketing system (SysAid)

Process, communicate, and follow up with users regarding helpdesk tickets, providing timely status updates and assessing customer satisfaction

Deliver proactive, high-touch help desk support to the Smithers Executive Team

Coordinate timely repairs, replacements, and/or upgrades of hardware and software

Perform routine preventative maintenance and patching on SQA hardware and software systems

Collaborate with vendors for parts replacement and technical assistance

Assist with the procurement, configuration, and deployment of equipment

Support network device maintenance (e.g., replacing devices or cabling)

Adhere to established procedures and assist in creating and maintaining documentation

Partner with IT colleagues from other Smithers divisions to support shared systems and exchange technical knowledge

Perform other duties as assigned by the Manager of Information Technology

Qualification

Microsoft software troubleshootingWindows 11 proficiencyIndustry certificationsApple iOS knowledgeNetwork troubleshootingSQL reporting familiarityVulnerability management experienceHelp desk supportCustomer satisfaction assessmentDocumentation maintenance

Required

Associate degree in Computer Science, Information Technology, or a related field preferred

Industry certifications (e.g., Microsoft, CompTIA, A+) preferred, or an equivalent combination of coursework and experience

Proficiency with Windows 11 and newer operating systems

Working knowledge of Apple iOS software

Experience with Zoom, Microsoft Teams, Multi-Factor Authentication (MFA), Intune (Autopilot), Azure, on-premises Active Directory fundamentals, and network troubleshooting

Experience with vulnerability and patch management tools