The Helpdesk Analyst (I) will perform First level technical support and service restoration for daily operations in a complex, distributed computing environment. The position will need to handle onsite and remote end-user support of a wide variety of systems and applications with a focus on monitoring the helpdesk queue and providing end-user onsite support. The position will be required to handle complex incidents with minimal oversight and reports to the Helpdesk Manager. This position will be based in Oakland and 50% travel to other north America based manufacturing plants.

• Ensure the efficient utilization of IT resources.
• Supports the development and maintenance of all documentation related to network, systems operations and disaster recovery.
• Deploy and troubleshoot PC hardware, mobile devices, and network printers
• Imaging and troubleshooting of Microsoft Windows 10, handling SCCM.
• Provide instruction and troubleshoot Microsoft Office
• Troubleshoot a wide variety of systems and applications
• Utilization of Active Directory for user management
• Monitors helpdesk queue and uses it to track incident status and resolution
• Maintain system inventory
• Support local server, network, cabling work for Infrastructure/Network team.
• Identifies tasks to be escalated and assigns to appropriate personnel
• Other tasks as assigned by other IT team members
• Requires 50% travel to other Manufacturing plants to support local users
• Participate in on call rotation schedule with other team members.

• 3 years of experience minimum
• A+ and/or MCSA preferred
• Ability to lift up to 40 pounds
• Good communication skills (verbal and written)
• Ability to prioritize and execute tasks in high-pressure environment
• Requires 50% travel to other Manufacturing plants to support local users.
  

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