About the position

The Service Desk Analyst position assists staff with technical support of laptop and desktop computers, software applications, mobile devices, and related technology. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. The position provides one-on-one deskside, over-the-phone, and remote consulting to Harbor Freight staff. This position also assists with maintenance and configuration of Apple Mac OS X systems and provides customer and technical support to the Executive Staff.

Responsibilities

• Provide desktop support services and activities with a high level of customer satisfaction including: installation, configuration and ongoing usability of desktop/laptop computers, peripheral equipment, mobile devices and software.
• Monitor Windows and Mac environments, identify and troubleshoot associated problems impacting performance and availability
• Troubleshoot and resolve client network and application issues in accordance with our Service Level Agreements (SLAs)
• Create, test and successfully run Windows and Apple automation scripts for enterprise deployments of software, updates and group policies in both test and production environments
• Desktop image management for client systems
• Create, follow and improve upon Standard Operating Procedures and Knowledge Base Articles.
• Configure and troubleshoot MS Office applications for clients
• Use Microsoft Active Directory to set folder/user permissions; add clients and workstations to the domain
• Track hardware in company’s asset inventory
• Address client-side performance and reliability issues across multiple locations
• Properly configure agents to ensure reliable backup and recovery functions for client computers and laptops
• Maintain and update documentation for assigned projects and systems
• Assist in the implementation of telecommunications systems, including VOIP, cell phones and mailbox management
• Provide high level support for Apple Mac OS X and iPhone/iPad iOS users
• Provide “white glove” customer service and support for Executive Staff
• Additional duties as assigned by management

Requirements

• Technical support of laptop and desktop computers, software applications, mobile devices, and related technology.
• Specification, installation, and testing of computer systems and peripherals within established standards and guidelines.
• Interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems.
• One-on-one deskside, over-the-phone, and remote consulting.
• Maintenance and configuration of Apple Mac OS X systems.
• Customer and technical support to the Executive Staff.
• Monitor Windows and Mac environments.
• Troubleshoot and resolve client network and application issues.
• Create, test and run Windows and Apple automation scripts.
• Desktop image management for client systems.
• Configure and troubleshoot MS Office applications.
• Use Microsoft Active Directory to set folder/user permissions; add clients and workstations to the domain.
• Track hardware in company’s asset inventory.
• Address client-side performance and reliability issues.
• Configure agents to ensure reliable backup and recovery functions.
• Maintain and update documentation for assigned projects and systems.
• Assist in the implementation of telecommunications systems, including VOIP, cell phones and mailbox management.
• Provide high level support for Apple Mac OS X and iPhone/iPad iOS users.
• Provide “white glove” customer service and support for Executive Staff.

Benefits

• Early access to pay
• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Short-term disability
• Long-term disability
• 401k plan
• Paid time off up to 236 hours per year (inclusive of PTO, floating holidays, and paid holidays)
• Paid sick time up to 80 hours per year