IT Help Desk Analyst

hace 2 semanas


Panama A-LIGN A tiempo completo

**ABOUT THE ROLE**

The IT Help Desk Analyst works independently and collaboratively to execute IT Department activities. This role's primary responsibility is to provide Tier 1 and Tier 2 end-user support. Additional responsibilities will be assigned for various IT Department strategies that support our fast-paced, quickly growing, international organization.

**RE**SPONSIBILITIES**
- Work onsite in our Panama Office.
- Provide exceptional support to end users on a variety of user issues onsite and for remote office.
- Identify, research, resolve, and document technical problems.
- Document, track, and monitor submitted issues to ensure a timely resolution.
- Simulate or recreate user problems to provide resolutions.
- Escalate customer support to the necessary leadership as needed.
- Contribute to all Service Desk process and technical documentation.
- Tracking recurring problems and escalating them to management.
- Onboarding and offboarding of Employees and contractors to meet A-LIGN standards.
- Run weekly onboarding IT Training calls both remote and onsite.
- Pack and ship laptops and other IT equipment for remote employees.
- Configure, set up, wipe and re-purpose computers.
- Maintain accurate hardware and software inventory.
- Complete other tasks as assigned by the IT Manager.
- Collaborate with other IT team members to provide best-in-class service.

**MINIMUM QUALIFICATIONS**

**EDUCATION**

An Associate degree and relevant certifications or bachelor's degree / relevant work experience

**EXPERIENCE**
- At least 1 year of professional experience in an IT Help Desk or Service Desk role
- Proven experience in an inbound Help Desk/call center environment
- Experience working with a ticketing system, Zendesk preferred
- Basic technical support knowledge - specifically around desktops, laptops, Windows, MS Office, printers, etc.
- Experience supporting a Microsoft 365 environment
- Excellent troubleshooting skills
- Ability to use Google

**SKILLS**
- Ability to adapt to changing standards and expectations
- Ability to work in a fast-paced environment
- Ability to work individually as well as part of a team
- Ability to meet tight deadlines
- Ability to communicate with all levels of employees
- A high degree of motivation

**BENEFITS**
- Employer Paid Health, Vision, Dental
- 401 (K) Plan with Employer Matching
- Competitive Bonus Structure
- Employer Paid Life Insurance and Disability Insurance
- Generous Paid Time Off Plan
- Parking Allowance
- Vacation Bonus
- Paid Office Closure December 24-January 1
- Paid Holidays Schedule
- Certification Reimbursement
- Flu Shot Reimbursement

**ABOUT A-LIGN**

**COME WORK FOR A-LIGN**

A-LIGN is an Equal Opportunity Employer Minorities, women, disabled, and veterans encouraged to apply



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