Help Desk Analyst

San Antonio, TX, United States

Provide onsite and/or remote technical support to C.H. Guenther end users (90% phone and 10% face-to-face). Ensure proper computer, software and peripheral device operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user IT requests.

Duties and Responsibilities:

Field incoming help requests from business users via in-person, telephone, e-mail, or other electronic transmission methods

Help identify and implement innovative solutions for customers

Document all pertinent user information and address the nature of the problem or issue as developed in Help Desk procedures

Build a rapport and elicit problem details from help desk customers

Prioritize help queue based on business production issues.

Work with team members to resolve any software or hardware-related user issues

Escalate problems (when necessary) to the appropriately experienced technician, engineer, or outside vendor and participate in cross-training to minimize future escalations.

Administer and maintain end-user system accounts, permissions, and access rights

Process, maintain, and track end-user system access permission forms.

Assist end-users with questions about system access, passwords, and security policies and procedures

Evaluate documented resolutions and analyze trends for ways to prevent future problems

Access software updates, drivers, knowledge bases, and FAQ resources on the Internet to aid in problem resolution.

Identify and learn appropriate software and hardware used and supported by the organization

Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications

Schedule / manage resources such as video conferencing, loaner equipment, conference bridges, and room reservations.

Assist with the maintenance of inventory control of technology equipment

Work with management to develop documentation and procedures in the technical support area

Develop help sheets and lists of frequently asked questions (FAQs) for end-users

Provide research and support for IT projects

Work with the networking team to ensure timely completion of all projects and initiatives

Complete all required documentation following established guidelines.

Pursue training and educational opportunities

Cross-train on applications/hardware within IS team

Research and study trends, market shifts, and news related to our business and technology

Expand knowledge of the business in general and understand the concerns of the company not necessarily related to IS

Minimum Job Requirements:

Education/Certifications/Experience: An IT-related degree from an accredited university is preferred. Direct and relevant work experience may be substituted for the degree requirement

2+ years experience in a mid to high-volume, technically complex help desk environment

2+ years experience with the following OS: Windows 10 and Windows 11.

2+ years experience in user password management and administration within Windows AD

At least 1 technical certification in (A+, Network+, or MCP) preferred

Proficiency with O365, Microsoft Office 2019, and 2016 applications

Solid knowledge of hardware and laptop equipment

Experience with LAN/WAN implementations and troubleshooting.

Experience with e-mail systems - Exchange (O365 and Outlook 2019 client preferred)

Experience with remote communication tools

Knowledge, Skills, and Abilities: Interpersonal skills and ability to interact and work with staff at all levels

Excellent written and oral communication skills

Willingness to take the initiative and to follow through on projects

Excellent troubleshooting skills

Ability to work effectively with diverse groups of associates and consultants ranging from entry-level to executive-level positions

Ability to analyze complex software problems and devise creative and effective solutions

Ability to research independently; pursue self-educational opportunities

Ability to manage multiple tasks, often with competing deadlines.

Ability to work independently and in a team environment

Ability to pay attention to details and be organized

Ability to project a professional image over the phone and in-person

Working Conditions and Physical Effort: Work involves light exposure to unusual elements, such as dirt, dust, fumes, extreme temperatures, humidity, darkness, and/or noise.

The work environment involves light exposure to physical risks, such as working around mechanical, chemical, and electrical hazards

Light physical effort is required, such as standing, sitting, and walking in and around the office; reaching, climbing, and kneeling as needed; utilizing fine dexterity; and the ability to see, hear, and communicate with associates as well as others by using professional etiquette

As defined by C.H. Guenther and Sons, personal protective equipment will be provided

Must possess and maintain a valid driver's license

Expectations: Must be self-motivated and willing to take on new challenges. Ability to solve problems with creative solutions. Must be able to work well in a team environment.

Will demonstrate, promote and exemplify the Company's Core Values in People, Quality and Growth.

We are proud to offer competitive compensation and benefit programs that include medical, dental, vision, flexible savings account, health savings account, 401K matching savings plan, employee assistance program, wellness programs, life insurance, AD&D insurance, disability insurance, tuition reimbursement, student loan counseling, employee referral program, paid time off, and more!

For additional information about our company, go to www.chg.com.

C.H. Guenther & Son and its subsidiaries are E-Verify participating employers.

Click here for more information regarding E-verify.

All offers of employment are contingent upon successful completion of the pre-employment screening process which includes a drug screen and review of criminal background and other records as required.

AA/EEO/Drug-Free Employer