Help Desk Analyst
Company: C.H. Guenther & Son
Location: San Antonio
Posted on: May 4, 2024
Job Description:
Provide onsite and/or remote technical support to C.H. Guenther
end users (90% phone and 10% face-to-face). Ensure proper computer,
software and peripheral device operation so that end users can
accomplish business tasks. This includes receiving, prioritizing,
documenting, and actively resolving end user IT requests.
Duties and Responsibilities:
- Field incoming help requests from business users via in-person,
telephone, e-mail, or other electronic transmission
methods
- Help identify and implement innovative solutions for
customers
- Document all pertinent user information and address the nature
of the problem or issue as developed in Help Desk
procedures
- Build a rapport and elicit problem details from help desk
customers
- Prioritize help queue based on business production
issues.
- Work with team members to resolve any software or
hardware-related user issues
- Escalate problems (when necessary) to the appropriately
experienced technician, engineer, or outside vendor and participate
in cross-training to minimize future escalations.
- Administer and maintain end-user system accounts, permissions,
and access rights
- Process, maintain, and track end-user system access permission
forms.
- Assist end-users with questions about system access, passwords,
and security policies and procedures
- Evaluate documented resolutions and analyze trends for ways to
prevent future problems
- Access software updates, drivers, knowledge bases, and FAQ
resources on the Internet to aid in problem resolution.
- Identify and learn appropriate software and hardware used and
supported by the organization
- Perform hands-on fixes at the desktop level, including
installing and upgrading software, installing hardware, and
configuring systems and applications
- Schedule / manage resources such as video conferencing, loaner
equipment, conference bridges, and room reservations.
- Assist with the maintenance of inventory control of technology
equipment
- Work with management to develop documentation and procedures in
the technical support area
- Develop help sheets and lists of frequently asked questions
(FAQs) for end-users
- Provide research and support for IT projects
- Work with the networking team to ensure timely completion of
all projects and initiatives
- Complete all required documentation following established
guidelines.
- Pursue training and educational opportunities
- Cross-train on applications/hardware within IS team
- Research and study trends, market shifts, and news related to
our business and technology
- Expand knowledge of the business in general and understand the
concerns of the company not necessarily related to IS
Minimum Job Requirements:
Education/Certifications/Experience:
- An IT-related degree from an accredited university is
preferred. Direct and relevant work experience may be substituted
for the degree requirement
- 2+ years experience in a mid to high-volume, technically
complex help desk environment
- 2+ years experience with the following OS: Windows 10 and
Windows 11.
- 2+ years experience in user password management and
administration within Windows AD
- At least 1 technical certification in (A+, Network+, or MCP)
preferred
- Proficiency with O365, Microsoft Office 2019, and 2016
applications
- Solid knowledge of hardware and laptop equipment
- Experience with LAN/WAN implementations and
troubleshooting.
- Experience with e-mail systems - Exchange (O365 and Outlook
2019 client preferred)
- Experience with remote communication tools
Knowledge, Skills, and Abilities:
- Interpersonal skills and ability to interact and work with
staff at all levels
- Excellent written and oral communication skills
- Willingness to take the initiative and to follow through on
projects
- Excellent troubleshooting skills
- Ability to work effectively with diverse groups of associates
and consultants ranging from entry-level to executive-level
positions
- Ability to analyze complex software problems and devise
creative and effective solutions
- Ability to research independently; pursue self-educational
opportunities
- Ability to manage multiple tasks, often with competing
deadlines.
- Ability to work independently and in a team
environment
- Ability to pay attention to details and be organized
- Ability to project a professional image over the phone and
in-person
Working Conditions and Physical Effort:
- Work involves light exposure to unusual elements, such as dirt,
dust, fumes, extreme temperatures, humidity, darkness, and/or
noise.
- The work environment involves light exposure to physical risks,
such as working around mechanical, chemical, and electrical
hazards
- Light physical effort is required, such as standing, sitting,
and walking in and around the office; reaching, climbing, and
kneeling as needed; utilizing fine dexterity; and the ability to
see, hear, and communicate with associates as well as others by
using professional etiquette
- As defined by C.H. Guenther and Sons, personal protective
equipment will be provided
- Must possess and maintain a valid driver's license
Expectations:
- Must be self-motivated and willing to take on new challenges.
Ability to solve problems with creative solutions. Must be able to
work well in a team environment.
- Will demonstrate, promote and exemplify the Company's Core
Values in People, Quality and Growth.
We are proud to offer competitive compensation and benefit programs
that include medical, dental, vision, flexible savings account,
health savings account, 401K matching savings plan, employee
assistance program, wellness programs, life insurance, AD&D
insurance, disability insurance, tuition reimbursement, student
loan counseling, employee referral program, paid time off, and
more!
For additional information about our company, go to
www.chg.com.
C.H. Guenther & Son and its subsidiaries are E-Verify participating
employers.
Click here for more information regarding E-verify.
All offers of employment are contingent upon successful completion
of the pre-employment screening process which includes a drug
screen and review of criminal background and other records as
required.
AA/EEO/Drug-Free Employer
Keywords: C.H. Guenther & Son, San Antonio , Help Desk Analyst, Professions , San Antonio, Texas
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