Location: Atmore,AL, USA
Reporting to the Corporate Director of Information Technology, the IT Helpdesk Analyst is responsible for providing technical assistance to computer system users and performing problem determination and resolution for all end-user support. The IT Helpdesk Analyst assists in the design, installation, maintenance, and general support of the user environment. Will also aid in installation, maintenance, and support of systems. Provides technical support to users via e-mail, phone, the support ticketing system, or via other methods. The technology used within the organization; will be expected to elevate complex inquiries to the appropriate parties.
* The Junior - IT Helpdesk Analyst will be expected to accept trouble reports and resolve them utilizing proper helpdesk processes, procedures, and documentation. Will be required to work directly with users to resolve reported issues
* Troubleshoot networking and end user problems
* Maintenance and monitoring of the network connectivity among users
* Reporting and escalating request to enforce policies
* Performs routine tasks using experience and judgment under the supervision of a more experienced team member
* Performs documentation creation and updates
* Perform and maintain procedures for preparation and deployment of user equipment as well as decommissioning of equipment
* Maintain accurate inventory of supplies and equipment such as laptops, desktops, monitors, printer consumables, etc.
* Assist with installation and maintenance of the company's systems under supervision of a more experienced team member
* Installation, Configuration, & Support for LAN, WAN, WIFI and Internet
* Tracking IT Support Tickets and providing solution as per ITIL methodology
* Provides 1st-level support with Wireless systems, Cell phones and IOS based mobile devices
* Assists in training users in the proper procedures in data systems usage with security awareness in mind
* Responsible for Installing only Licensed Software/Tools on End User Systems & Compliance Management
* Assist with tasks and projects as requested by IT Leadership
* Provides support, answers user inquiries regarding computer software or hardware operation, and works with users to resolve problems. Diagnoses computer problems, installs hardware and software upgrades
* Installs and performs minor repairs to hardware, software, or peripheral equipment, following installation specifications
* Replaces toners on printers and copiers
* Sets up cell phones, configures email, and assists and troubleshoots a variety of IT systems
* Maintains records of repairs and technical assistance rendered and conducts follow-up to ensure satisfaction with service
* Advises IT Director of any potential problems in order for immediate team resolution
* Ensures the physical condition of the premises is maintained in a safe, healthy, and clean manner
* Performs other duties as may be needed
Job Requirements
* Associate degree in Computer Technology, Network Administration, Network Communications, or related field or four (4) years verifiable qualifiable employment experience or a combination of education and verifiable qualifiable employment experience in the Computer Science field
* Must have 1-5 years of experience in networking or computer system administration
* Must have a valid driver's license
* Networking and CompTIA related certification required within one year (includes but not limited to A+, Network +, Cisco, and other related certifications)
* Must be familiar with networking, windows operating systems, and Apple iOS , along with a general understanding of servers, laptops, printers, and other hardware and software
* Must possess the ability to train users in applications and operating system fundamentals
* Possess the ability to independently work and solve problems; should have a strong sense of self-direction
* Must be familiar with most basic system administration tools and processes
* Understanding of distinctions between system processes/services and user processes, local and network resources, and resource sharing, as well as basic networking concepts and practices
* Must possess verifiable knowledge of Microsoft Office and Windows operating systems, commands, and virus detection software
* Must possess verifiable knowledge of computer system installations and servicing, troubleshooting, problem determination, and restoration techniques
* Must have knowledge of cabling, Wi-Fi, and Internet browsers
* Possess strong interpersonal, communication and writing skills, including the ability to explain advanced procedures in writing or verbally
* Must be well organized with excellent attention to detail
* Must possess ability to maintain confidentiality
* Must have physical ability to climb ladders, lift and manipulate objects up to 40 lbs., and perform tasks on all areas and aspects of IT projects
Physical Requirements
The physical demands described herein are representative of those which must be met by an employee to successfully perform the essential functions of the job. Employees must possess the ability to work in an office environment. Employees must possess the ability to work in a standard office or conference room setting and use standard office equipment, including a computer.
To visit other company sites, employees must be able to operate a motor vehicle and fly in an aircraft, both of which may require sitting for prolonged periods of time. Employees must possess vision to read printed materials and a computer screen; and hearing and speech to communicate in person, before groups, and over the telephone. Standing in work areas and walking between work areas will be required. This position requires an employee to occasionally bend, stoop, kneel, crouch, crawl, climb or balance; reach, push, and pull drawers and doors open and closed. The employee must occasionally lift and/or move up to 20 pounds.
It is the policy of PCI Federal Services LLC that all candidates offered a position will be required to successfully complete a criminal background check and drug screening.
PCI Federal Services (PCIFS) is an equal-opportunity employer. PCIFS does not discriminate on the basis of age, sex, race, national origin, religion, marital status, sexual orientation or identity, Veterans or Disability status.
Preference may be extended to qualified Native American Indian candidates in accordance with applicable federal law.
# of Hires Needed
1