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Working at WingSwept >> Helpdesk Analyst
Helpdesk Analyst
Title:Helpdesk Analyst
Department:Network Team
Position Description:         Help Desk Analyst

Brief Company Description
WingSwept is a fast-paced web / technology consulting firm dealing with a large cross section of projects and industries.  WingSwept’s portfolio of clients includes small & medium sized businesses, non-profits, educational institutions, federal government agencies and Fortune 500 companies.  WingSwept is involved locally through its PC/Network Support division in managing computer systems and corporate network infrastructure components for small business customers ranging from 1-100 computers.

Job summary
WingSwept is now accepting applications for a self-motivated help desk analyst to work with WingSwept’s clients in order to resolve technical PC, server, and network related issues.   This is a full-time hourly position with benefits to include bonuses, profit sharing, paid time off, health/life/AD&D/disability insurance, and 401(k) with matching contributions.  The ideal candidate for this position will first and foremost be great communicating with people; and also have an affinity for computers and a broad knowledge of various computer systems and how they work.  The ideal candidate will also have a thirst for knowledge and a quick ability to tackle new problems by using available research tools to successfully remedy issues with little supervision.  The ideal candidate will also thrive in an environment characterized by using organized and methodical processes to solve problems and track service tickets for clients.

The responsibilities of the position may include:
  • Provide first level customer support including troubleshooting basic issues with computer hardware, network/internet connectivity, email, and software applications as well as completing client requests for password and user account administration
  • Create properly formatted tickets for client calls & emails in tracking software as the work occurs
  • Ensure constant service ticket flow by escalating tickets that require higher level assistance
  • Coordinate scheduling of service visits and technician support phone calls to clients
  • Maintain inventory of customer owned equipment in-house and organization of service area
  • Communicate ticket status and document updates to clients and technical staff as needed
  • Provide first level after hours and holiday on-call support on a revolving basis with other staff
  • Ask and gather  intelligent questions about the client’s business and accurately document
  • Document opportunities that are discussed or discovered while interacting with clients
  • Perform basic computer hardware and software installations, configurations, and virus removals
  • Keep information regarding our clients, their data, and other sensitive information confidential
  • Create and maintain documentation for client and internal tasks and procedures
  • Study for and pass industry certifications as identified and required
  • Read educational materials as needed and directed for job proficiency
  • Develop and/or revise best practices and processes for Help Desk procedures
Minimum requirements:
  • Must be a US Citizen able to pass a US government background check
  • High school diploma, at least two years of secondary education preferred
  • Must have a valid drivers license and reliable transportation for travel as far as 75 miles from the office
  • Must be able to work a full-time 40 hour work week which may include after hours support
  • Exceptional computer and system administration skills on Microsoft based clients and servers
  • Firm understanding of the configuration of basic networking components and peripherals
  • Good verbal and written communication skills for interactions with customers on a daily basis both in person and on the phone
  • Ability & willingness to operate in a fast-paced and dynamic environment with a calm demeanor and maintaining a “win/win” attitude
Extra consideration given for the following:
  • Previous experience as a system administrator, helpdesk analyst, or equivalent role
  • Previous experience with procedure writing or other technical writing
  • Intricate knowledge/experience with PC and server hardware diagnostics, repair, and installation
  • Expertise with MS SBS Server, MS Exchange, ConnectWise, or Kaseya
  • CompTIA A+, Network+, and various Microsoft certifications
  • Understanding of the fundamentals of DNS, especially as related to mail servers
  • Familiarity with Linux/Unix based operating systems and system administration
  • Experience with phone wiring and phone switch installation / programming / maintenance
Compensation will be hourly with the availability of approved over-time as needed.  Total compensation will be determined based on the qualifications of the candidate.  Salary histories and references are required. 
DISCLAIMER:   The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
This opening is closed and is no longer accepting applications
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