Summary:

Reporting to the Helpdesk Supervisor, the Helpdesk Support Analyst position is a multifaceted role consisting primarily of supporting LifeCare’s helpdesk operations with a secondary concentration on assisting the Sr. Analysts & Telecommunications Manager with various IT responsibilities.

Scope of Primary Responsibility:

The incumbent should have strong communication and customer service skills with experience in assisting senior executive staff.  Proven experience working with helpdesk ticketing systems and the ability to comply with SLA’s to ensure customer satisfaction.  Due to the dynamic nature of this position, the incumbent should demonstrate strong time management skills and be able to work independently.

• Execute the daily functions of helpdesk support on the FrontRange Heat trouble ticket system with strict adherence to ticket handling procedures and documentation.  Desktop support includes Dell desktops & laptops, HP & Canon multifunction printers, and Windows Mobile Devices.


• Perform installations and configuration of VPN clients


• Maintain asset inventory


• Facilitate small office moves including PCs, phones, port changes, etc.


• Responsible for moving equipment (Applicant must be able to lift up to 25 lbs)


• Strong knowledge of native remote support tools


• Basic telephony support (Phones, Headsets, Cross Connects)


• Scheduled hours 10am-6pm. 24/7 on-call support rotation is required


• Individual should also have strong team orientation, the ability to follow predefined support processes, and the initiative to propose efficiencies

Scope of Secondary Responsibilities:

• Assist with antivirus, client side firewall, and anti spyware initiatives


• Assist with workstation automated patch management


• Ghost and other imaging concepts


• Working knowledge of Microsoft’s Active Directory administration


• Assist with data center racking and cable management

Qualifications Required:

• Bachelor’s Degree Preferred


• 1-3 years information systems with the following skills:


• Experience in supporting Microsoft Office suite, Adobe products (Creative Suite, Acrobat, etc), Symantec Antivirus/End Point protection


• Experience with supporting Microsoft operating systems and the interaction with GPO’s


• Experience with telecommunications hardware and software


• Excellence communication skills- written and oral


• Strong documentation, organizational and planning skills


• Strong problem solving and analytical skills


• Team player attitude and work ethic


• Desire to self learn and test new technologies