IT Helpdesk Analyst I

Dietz & Watson, located in Philadelphia PA, is looking for a Helpdesk Analyst I to join their team. This position reports to the IT Helpdesk Manager. It is a hybrid role with two to three days per week on-site or fully on-site if preferred.

This frontline position supports of a wide variety of systems and applications with a focus on monitoring the helpdesk queue and phones, providing end-users help remotely and on-site. Take ownership of support requests, adhering to SLAs, seeing tickets through to completion. Participate in the weekly on-call rotation (after a few weeks of learning the environment). Act as an ambassador of the department while working with all employees in a professional manner. Ability to work independently as well as part of a team. Previous experience working in a 24x7x365 manufacturing environment a plus!

Qualifications

• Excellent written and verbal communication skills, including proficient typing, grammar, and spelling.
• General knowledge of computer hardware, networks, operating systems, mobile devices, printers, scanners, audio/visual equipment, and software troubleshooting in a corporate environment.
• Experience supporting users remotely, over the phone, and in person.
• Previous support for Windows 10/11, MacOS, Android, and iOS in a corporate environment.
• Troubleshooting issues with MS Office, Adobe Acrobat and Creative Suite, AutoCAD, web browsers, and other software applications.
• Experience with creating and maintaining documentation.
• New hire orientation – able to present to new hires in person or over a video conference.
• Onboarding and Offboarding users and configuring equipment.
• Experience with active directory, creating users and groups.