Junior Help Desk Analyst (In Office)

Description

Fiberglass Coatings (FGCI) is a leading supplier of composite materials, epoxy, resins, gelcoats, tools, and accessories serving marine, automotive, industrial, and artistic markets. With a commitment to quality and exceptional customer service, FGCI has grown to be one of the largest suppliers of composite materials in the U.S. 

The Junior Help Desk Analyst delivers exceptional one-on-one customer support, effectively follows written procedures to resolve basic technical issues, and is known for professionalism and strong collaboration with staff. This individual takes direction well, completes assigned project tasks in a timely manner, manages user account administration, and provides support for the company’s core applications. 

Key Responsibilities 

• Monitor system performance, configuration, maintenance, and repair to ensure optimal uptime and efficiency. Maintain accurate      records of system downtime and equipment inventory.
• Promptly and courteously troubleshoot hardware and software issues, ensuring minimal disruption to end users.
• Respond to and manage customer support requests via phone, email, voicemail, and instant messaging with professionalism and efficiency.
• Maintain an accurate and up-to-date inventory of IT equipment and assets.
• Provide technical support to remote and mobile staff, including those working from FGCI remote locations.
• Document, track, and monitor all work items and resolution activities in the IT ticketing system to ensure timely issue      resolution.
• Escalate complex technical issues to the IT Director when appropriate for advanced resolution.
• Contribute to IT team projects that aim to enhance service quality and system reliability.
• Support and troubleshoot various end-user devices, including laptops, tablets, and mobile phones across multiple operating      systems (Windows, iOS, Android).
• Research and identify solutions for undocumented issues and contribute to the IT Knowledgebase by creating and updating knowledge articles.
• Participate in scheduled off-hours support rotation to ensure 24/7 coverage as needed.
• Perform other IT-related duties and special projects as assigned, beyond daily support tasks.

Requirements

• 3 years’ experience in a end user focused role
• Associates and/or Bachelor’s degree or certificate program
• Solid understanding of PCs, tablets, mobile phones, peripherals, and various operating systems including but not limited to Windows, Apple iOS, and Android.
• General understanding of Active Directory, SharePoint, VPN and remote access clients, printers, and other peripherals.
• MS SQL Server is a plus
• Active Directory Services
• Network Protocols
• Information Security, Firewalls, MS Security Patches, Endpoint Virus Software.
• Domain, DNS, DHCP administration.

 What We Offer

• Competitive salary based on experience.
• Health, dental, and vision insurance.
• Paid time off and paid holidays.
• Opportunities for growth and advancement within a growing company.

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