Helpdesk Analyst

SUMMARY:The Help Desk Analyst provides first level technical support to all Edmentum employees for all IT supported services, hardware and software.ESSENTIAL DUTIES AND RESPONSIBILITIES:· Incident logging of email, phone and direct contact support requests from submission to resolution· Provide personable and comprehensive on-site support for all IT supported services, hardware and software· Provide personable and comprehensive phone support for all IT supported services, hardware and software· Responsible for the storage, maintenance and delivery/installation of IT managed hardware and software assets· Responsible for thoroughly following and providing feedback on processes· Responsible for creating knowledge base articles for issues encountered that do not exist in the current knowledge data base for faster future ticket resolution· Responsible for giving onboarding IT training to new employees· Work closely with the Tier 2 team to ensure timely resolution of issues· Willing to travel out of state up to a few times a yearEDUCATION and/or EXPERIENCE· An associate's degree in a technical field or equivalent experience· Technical certification in one or more of the following MCP, CNA, CNE, A+, Net+, iNet+ or MCSE.· A minimum of 2 years of previous experience in a technical support role in an enterprise environment· Advanced knowledge and experience with supporting and using Microsoft applications, operating systems and management tools· Confident and experienced with essential network hardware, software and workstation network configurations for both home and the enterprise including VPN and Wireless connectivity· Proven customer service skills· Excellent telephone and written communications skills· Confident and experienced with remote support applications· Works well in a team environment· Time management skillsPhysical Demands and Work Environment· Must be able to lift up to 50 lbs.· Will be exposed to dust at times when cleaning out equipment.· Must be able to crawl under desks to set up equipment.