IT Support Specialist
2 weeks ago
At GSK Solutions Inc., we are seeking a skilled IT Helpdesk Analyst to join our team. The ideal candidate will have experience supporting Windows desktop users in an enterprise environment.
Key Responsibilities:
- Issue new workstations to incoming employees, coordinate issuance during employee orientations, internal refreshes, etc.
- Issue and troubleshoot peripheral devices provided alongside workstations (monitors, docking stations, input/output devices, etc.)
- Manage and monitor customer IT issues using helpdesk tools ServiceNow, Ivanti, and SharePoint. Support over the phone, in person, and using remote control
- Work directly with customers to assist in managing and fixing software and application issues on desktops, laptops, tablets, and printers
- Troubleshoot software and hardware problems and enhance the level of direct services to field staff
- Install, maintain, and assist in testing and upgrading of new and existing hardware and software
- Provide advanced problem management, troubleshooting, root cause analysis, and escalations to resolve customer problems
- Create job aids for internal GSK Solutions Inc. staff to enhance the use of infrastructure such as SharePoint, OneDrive, and Office products
- Strong customer service skills with a customer-first attitude
- Extensive skills and experience in desktop products including but not limited to Windows 11, SharePoint Online, OneDrive, Teams, and MS O365
- Ability to utilize troubleshooting tools and skills in managing and administering desktops, laptops, and tablets
- Excellent research and investigative skills
- Knowledge and experience in Active Directory, command-line tools, remote support tools, basic networking
- Experience in working with help request tracking and reporting tools
- Knowledge of IT concepts and trends and new technologies
- Ability to troubleshoot hardware and software issues, and communicate solutions to customers both in the Central Office and in the field
- Ability to communicate effectively orally and in writing with individuals and groups
- Basic understanding and knowledge of software packaging and deployment (preferably using Ivanti End Point Manager, previously LANDESK Management Suite)
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