Help Desk Analyst (Technical Support Specialist)

Launch Your Career with Cook Systems

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Join our forward-thinking team where excellence and creativity are valued every day. Check out what our associates have to say on Glassdoor. Ready to take your career to new heights? Cook Systems is where your journey to success begins!

The Technical Support Specialist provides first-level, second-tier technical support to end-users for hardware and software issues on desktop computers across the organization. This role involves direct customer interaction and technical assistance for computer systems, software, and hardware.

ESSENTIAL JOB FUNCTIONS:Deliver first-level, second-tier technical support for end-users, focusing on hardware and software for desktop computers.
Provide technical assistance for incoming requests and issues related to computer systems, software, and hardware.
Collaborate with IT teams to troubleshoot and resolve escalated incidents.
Identify support needs, diagnose, and resolve hardware and software issues in collaboration with stakeholders.
Manage all endpoint installations and configurations.
Assist in maintaining and updating inventory of computers and related peripherals.
Technical Skills and Knowledge: Proficiency in working within a Microsoft Azure AD (Entra ID) environment.
Experience in supporting Office 365 applications and MS Intune for Endpoint Device Management.
Expertise in supporting mobile device platforms, including Apple iOS and mobile applications.
Competence in supporting MacOS and Apple devices.
Thorough knowledge of current desktop computer operating systems, particularly Windows.
Ability to set up and configure computers and printers in a network environment.
Understanding of PC and laptop hardware components to ensure optimal utilization and functionality.
Skills to support desktop printers (e.g., Lexmark, Xerox, HP) and a broad range of desktop peripherals (e.g., modems, storage devices, scanners).
Proficiency in desktop applications, particularly MS Word, Excel, PowerPoint, Outlook, desktop utility software, and desktop management tools.

REQUIREMENTS:
Excellent written and verbal communication skills.
Ability to process complex verbal and written instructions.
Exceptional customer service skills.
Minimum of 3 years of experience in a service desk support role.
Additional Information: - This position requires a combination of technical expertise, problem-solving skills, and excellent customer service abilities to effectively support the organization's IT infrastructure and end-users.

Ideal Candidate Profile:
Ideal candidate will have excellent customer service skills
Experience in supporting/troubleshooting desktop hardware and software issues
Experience in providing end-user support for mid-size to large enterprise environments.
Excellent verbal and written communication skills.
Detail oriented and can process information quickly
Possesses the ability to manage time and resources with minimal supervision and can work autonomously.
Works well and collaboratively within team environment.

Top 3-4 hard skills required for this role:
Technical background in supporting endpoint hardware, applications, and printers in an enterprise network environment
Experience with Windows 11 a plus
Experience with endpoint management tools like Microsoft Intune
Experience working with objects in a Microsoft Active Directory / Azure AD environment.
Experience in supporting iOS devices and Mobile Applications
Experience with MacOS and Apple devices a plus

Additional Details:

• Workplace Setting: Onsite #LI-Onsite
• Job Type: Contract
• Seniority Level: Mid-Senior Level
• Job Function: Information Technology

Why Work with Us

At Cook Systems, we prioritize our employees' well-being and future with a comprehensive benefits package. Full-time employees enjoy benefits starting the first of the month following their start date. Our benefits include:

• Blue Cross Blue Shield Medical, Dental, and Vision Insurance: Choose from two medical plan options and benefit from the extensive BCBS network, ensuring quality healthcare for you and your family.
• Life, Critical Illness, and Accident Insurance through Unum: Financial security and peace of mind for you and your loved ones.
• Flexible Spending Account (FSA) through Navia: Manage healthcare and daycare expenses with tax-advantaged options.
• Health Gap Insurance through Sunlife: Additional coverage to bridge any financial gaps in your healthcare needs.
• 401(k) Plan with Company Match through The Standard: Plan for a secure financial future with our company match, available after six months of service.

By joining Cook Systems, you'll become part of a supportive and innovative community where your contributions are highly valued. We look forward to welcoming you to our team!

#IND1 #LI-CS1