Overview

The Reconex Helpdesk Analyst II is the first point of contact for all employees seeking IT assistance. We are looking for a player/coach to help formalize our helpdesk function as we continue to grow our operations. The ideal candidate must be willing to roll up their sleeves and provide level 1 support while also helping us plan for growing our support team consistent with the company’s needs, including recommending new hires as the workload demands. The candidate will be well-versed in a wide variety of systems and software applications. Additionally, the candidate will be responsible for ensuring all employees receive prompt and courteous service and will resolve IT issues in a timely manner. He or she will have excellent communication and customer service skills and will be able to manage competing priorities effectively.

Duties and Responsibilities

1. Respond to helpdesk tickets ensuring efficient resolution of issues and accurate documentation of problems and solutions.
2. Monitor ticket queues and escalate as necessary.
3. Train new team members on helpdesk procedures.
4. Create and maintain documentation for helpdesk procedures.
5. Develop and implement strategies to improve helpdesk efficiency.
6. Provide performance reporting on the helpdesk function and escalate recurrent issues for further review.
7. Troubleshoot a wide range of technical issues across hardware systems and applications, referring to manuals and documentation and escalating calls as needed to staff or the appropriate vendor.
8. Serve as point of contact for escalated tickets.
9. Provision, update, and deactivate user accounts in Azure Active Directory, Office 365, and Google Workspace.
10. Configure, customize, and deploy new computers, software, and peripherals to staff.
11. Provision desk phones, phone extensions, voicemail, and network fax capabilities.
12. Maintain a current hardware inventory including but not limited to computers, printers, monitors, and other components and peripherals.
13. Other duties as assigned.

Required Qualifications and Skills

1. Bachelor’s degree in computer science, information technology, or related field.
2. Five (5) years of experience in customer service or technical support roles.
3. Knowledge of current computer systems and peripherals, Apple and Android mobile devices, Windows and Mac operating systems, and Microsoft Office is required.
4. Ability to communicate technical ideas in easy-to-understand language and speak effectively one-on-one and in front of groups. 
5. Team-oriented, with excellent interpersonal skills, and able to work successfully with others. 
6. Ability to effectively prioritize and execute tasks in a high-pressure environment.
7. Self-motivated, detail-oriented, and have excellent analytical, problem-solving, and documentation skills.

Preferred Qualifications and Skills

1. Bilingual. Primary language English — secondary Spanish.

Click here to email résumé to Dan Lepper, Chief Innovation Officer.