IT Help Desk Technician

The Client Support Analyst provides essential technical support for end-users across the organization, ensuring optimal satisfaction with their computing environment. This role involves troubleshooting a wide range of hardware and software issues, documenting solutions, and contributing to a positive end-user experience. Reporting directly to the Client Support Manager, the Client Support Analyst works closely with the Desktop Administrator and other IT staff to resolve complex problems and maintain efficient IT operations.

Job Duties Specific to This Position:

• Performs on-site and remote analysis, diagnosis, and resolution of desktop, laptop, and endpoint problems for end-users, implementing corrective solutions as needed.
• Installs, configures, tests, maintains, and troubleshoots end-user workstations and related hardware and software to deliver required desktop service levels.
• Administers and resolves issues with associated end-user workstation software products and applications.
• Supports and troubleshoots Microsoft 365 applications and services, including Exchange Online, SharePoint Online, and Teams.
• Supports and troubleshoots Cisco VoIP phones, CUCM admin, and CUC admin.
• Works with the Desktop Engineer to ensure efficient operation of the desktop computing environment.
• Manages user accounts and permissions within Active Directory (ADUC) and Azure.
• Utilizes Dameware or other remote desktop tools to provide efficient support.
• Documents instances of desktop equipment or component failure, repair, installation, and removal, and analyzes data to determine trends and corrective actions.
• Maintains an inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment.
• Deploys, configures, and manages operating systems (Windows 11), applications, and updates using Intune and other deployment tools.
• Manages and maintains endpoint security, including Microsoft Defender.
• Places orders for new and replacement equipment using Fraxion/eRequester.
• Assists with the deployment and maintenance of phone equipment as needed.

Job Expectations for All Employees:

• Promotes and role-models the mission, values, vision and strategic goals of Loretto in all interactions with staff, peers, residents, family members, vendors and visitors. Treats people with dignity, professionalism and kindness.
• Demonstrates excellent internal and external customer service skills such as friendly greeting, making eye contact, listening attentively, responding in a timely manner, showing respect and empathy and acting as a role model for staff and peers.
• Demonstrates excellent work attendance, reliability and work ethics.
• Attends and actively participates in required meetings and training sessions.
• Complies with established policies, procedures, and codes of conduct at all times.
• Adheres to all health and safety requirements, regulations, policies and procedures.
• Practices and teaches safety awareness. Identifies and reports or corrects any possible safety or environmental issues.
• Understands all HIPAA and other compliance & regulatory requirements associated with their role, including completion of required internal or external training/certifications.
• Performs a variety of related duties as assigned.

INDPRO

• 8 years or more relevant work experience in corporate environment, experience in other organizations also preferred but not required.
• A+, Network+, or MCP Certification or other valid certification.
• Demonstrated, expert technical knowledge of desktop hardware and software, including Windows 2000, Windows XP, and Microsoft Office applications.
• Demonstrated, expert technical knowledge of TCP/IP-based LAN and WAN networks.
• Demonstrated, excellent technical knowledge of PC internal components.
• Significant hands-on hardware troubleshooting experience.
• Knowledge of, and experience using programming languages such as Visual Basic and other .Net languages and web programming and reporting tools such as Crystal Reports.
• Ability to operate tools, components, and peripheral accessories.
• Ability to read and understand or even update technical manuals, procedural documentation, and OEM guides.
• Ability to conduct research into PC issues and products as required.
• Effective interpersonal skills and relationship-building skills.
• Strong written and oral communication skills.
• Ability to present ideas in user-friendly language.
• Strong customer-service orientation.
• Valid NY State driver's license and a reliable vehicle.

An equivalent combination of education and experience which provides proficiency in the areas of responsibility listed above may be substituted for the above education and experience requirements.

Physical Requirements

• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components.
• Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.

Walking 10%

Standing 10%

Sitting 70%

Lifting 10% Up to 35lbs

• Pay Rate $58,700 - $67,500 / year
• Excellent medical, dental, prescription and vision insurance
• Disability coverage
• Tuition Reimbursement Program
• 401(k) Retirement/Pension Plans
• Discounted Gym Membership
• Free Loretto Health Clinic Visits
• Generous Paid Time-Off Accrual
• Fun events for employees
• Convenient locations with free parking
• Employee Coaches - to help you achieve life goals
• Diaper Assistance Program
• Opportunity for career growth and movement within 19 sites