Help Desk Analyst

Summary:

The Help Desk Analyst is a critical member of the IT department, serving as the primary point of contact for end-user technical support and system administration dedicated to the Woodbury office as well as all remote company showrooms. This multifaceted role requires a proactive problem-solver who can seamlessly manage day-to-day help desk operations for the local site and remote locations while supporting broader IT infrastructure needs. The ideal candidate will ensure the reliable operation of the Woodbury office and showrooms' PCs, operating systems, and network connectivity, while also taking ownership of ERP support coordination and third-party vendor relationships. This position is on-site and not remote or hybrid.

Core Responsibilities:

Support Desk Operations: Manage the IT ticketing system, providing timely, tier 1 and tier 2 support to all employees at the Woodbury location. Diagnose, troubleshoot, and resolve hardware, software, and connectivity issues while maintaining excellent customer service and communication.

Showroom IT Support: Provide comprehensive remote technical support for all company showrooms. Ensure the reliable operation of showroom-specific systems, hardware, network connectivity, and applications, acting as the primary IT liaison for all showroom staff.

PC & Operating System Management: Responsible for the complete lifecycle of end-user hardware on-site and in supported remote locations. This includes provisioning, configuring, and deploying and decommissioning PCs and laptops, managing operating systems (Windows/macOS), deploying software updates, and ensuring endpoint security compliance.

Networking Support: Perform troubleshooting of local area networks (LAN), wide area networks (WAN), Wi-Fi, and VPN connections at the facility and across showroom locations. Assist in maintaining network integrity and escalating complex infrastructure issues to senior engineers when necessary.

Level of Decision-Making Authority: Empowered to make independent decisions on local, operational tasks within established organizational protocols.

Impact of Decisions: Directly affects the efficiency and quality of local deliverables; broader strategic decisions are deferred to management.