IT Help Desk Analyst

Summary

Provides in-person, phone and email help desk support and assists with production activities as well as coordinates the administration of the Help Desk system with the Help Desk Lead.    

Essential Duties and Responsibilities

• Contributes to a positive work atmosphere by displaying productive behavior and communication focused on building effective working relationships with customers, clients, co-workers, and management.
• Administers the Help Desk system as well as the Incidents and Service Requests submitted across the organization and coordinates the completion / resolution of submitted requests with the IT Helpdesk Analysts and Network Administrators.
• Contributes to the customer service focused enterprise IT help desk team, includes assisting in setting and monitoring help desk performance standards.
• Maintains quality service by establishing and enforcing organization standards.
• Manages multiple priorities and competing tasks while making decisions as to priority of tasks and assignment of IT Help Desk Analysts.
• Delivers a consistent, responsive, and satisfying customer experience with each interaction.
• Assists with the implementation of IT projects and initiatives, develops project plans and manages through completion.
• Conducts cable plant management.
• Processes return merchandise authorizations.
• Completes new workstation setups.
• Administers license management.
• Collects, records and distributes help desk metrics, technical and administrative documentation.
• Organizes technical and administrative electronic records assuring integrity.
• Provides help desk support for system users including application training.
• Identifies, researches, and resolves technical problems.
• Maintains, creates, updates, and distributes pre-loaded hard drive images for fast deployment of PCs.
• Coordinates and manages information system hardware, software, and system updates.
• Assists with new equipment installation, set-up and maintenance for workstations, printers, copiers, telephone, including outside service.
• Upgrades information technology approved by executive staff throughout the company.
• Comply with company Information Security requirements and policies.
• Manages and maintains company IT assets.
• Maintains a well-organized and clean layout in defined storage areas.
• Maintains regular attendance including being at work, being on time to work and working full shifts.
• Other duties may be assigned.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Greenpoint Core Competencies

• Adaptability - Adapts to changes in the work environment, manages competing demands, and accepts constructive criticism/feedback and changes approach or method to best fit the situation.
• Communications - Expresses ideas and thoughts effectively in verbal and written form, exhibits good listening and comprehension, keeps others informed and uses appropriate communication methods.
• Dependability - Responds to requests for service and assistance, follows instruction and responds to management direction, takes responsibility for own actions and doing the best job possible, keeps commitments, and maintains reliable attendance.
• Initiative - Sets and achieves challenging goals, demonstrates persistence and overcomes obstacles, measures self against standard of excellence, recognizes and acts on opportunities, and takes calculated risks to accomplish goals.
• Teamwork - Balances team and individual responsibilities, exhibits objectivity and openness to others' views, gives and welcomes feedback, contributes to building a positive team spirit, and puts success of team above own interests.
• Work Quality - Demonstrates accuracy and thoroughness, displays commitment to excellence, looks for ways to improve and promote quality, applies feedback to improve performance, and monitors own work to ensure quality.

Job Core Competencies

• Customer Service – Displays courtesy and sensitivity, manages difficult or emotional customer situations, meets commitments, responds promptly to customer needs, solicits customer feedback to improve service.
• Judgment – Displays willingness to make decisions, exhibits sound and accurate judgment, supports, and explains reasoning for decisions, includes appropriate people in decision-making process, makes timely decisions.
• Problem Solving-Identifies problems in a timely manner, gathers and analyzes information skillfully, develops alternative solutions, resolves problems in early stages, works well in group problem solving situations.
• Self-Management - Regulates impact of own emotions upon others, remains focused and energized under stress, accepts criticism and recovers quickly from setbacks, projects realistic self-confidence in abilities.

Summary of Education, Experience & Certification

Associate degree (AA) or equivalent and 3 years related experience; or equivalent combination of education and experience.

US Citizen Required - this position is located at a facility that requires special access. 

Required Knowledge, Skills & Abilities

• Working knowledge of computers and software.
• Demonstrated experience with Windows 10.
• Experience Administering Active Directory Users, Groups and Computers in Windows Server 2022.
• Experience troubleshooting and maintaining Microsoft Outlook client.
• Experience supporting Microsoft 365 applications.
• Experience with Cyber-security/major incident response strongly preferred.
• Strong customer service background and technical writing skills.
• Ability to communicate well in person, email, and telephone.
• Ability to work effectively in a highly organized manner and be extremely detail oriented.
• Ability to work well independently and cross-functionally as part of an established and growing team.
• Ability to ensure effective follow-up and follow-through.
• Highly self-motivated and customer-service focused.
• Understanding of project management principles.
• Ability to effectively prioritize and execute tasks under pressure.
• Strong communication, time-management, and problem-solving skills.
• Ability to read, analyze, and interpret technical documents.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions within all levels of an organization.
• Ability to problem solve with limited to no established process and guidance and to interpret instructions.
• Ability to sit for extended periods of time, use hands to lift and/or move up to 10 pounds, occasionally lift and/or move up to 25 pounds, and have close/color vision ability to adjust focus.
• Valid driver license required.
• Ability to travel as required.
• Ability to work outside of core business hours as required.

About Greenpoint Technologies 
Greenpoint delivers nose-to-tail VIP Jet aircraft interiors for private clients and Heads-of-State.  We are proud to be known in the aerospace industry for our design and engineering innovation, award-winning company culture, and on-time delivery of our beautiful products. We use leading-edge tools and employee-built processes to deliver extraordinary, one-of-a-kind custom aircraft interiors.  It’s complex work, but we work smart.  In return for hard work, collaboration, and creativity, our people experience a culture custom built for high achievers:

• Big jobs and stretch assignments.
• High accountability environment, with transparent decisions aligned to values, open communication, and engaged leadership.
• Ability to make a big, visible impact on the end product. 

We welcome diverse contributions and provide equal employment opportunities to all individuals without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.