Help Desk Analyst in Cranston, Rhode Island

Location

Cranston, Rhode Island

Job Type

Full-time

Salary

$20 – $23/hr

Company

The Greysmith Companies

Overview

We are seeking a Help Desk Analyst to join our dynamic IT support team. This role is essential in providing comprehensive technical assistance to end-users, ensuring the smooth operation of computer systems, software applications, and network infrastructure. The ideal candidate will possess a strong foundation in IT support, troubleshooting, and customer service, contributing to a productive and efficient work environment. This paid position offers an excellent opportunity to develop technical skills and gain valuable experience in a fast-paced setting.

Duties

• Respond promptly to user inquiries via help desk ticketing systems such as ServiceNow and Jira, providing clear and effective solutions.

• Diagnose and resolve hardware issues related to computer hardware, mobile devices, and peripherals.

• Troubleshoot software problems across operating systems including Windows, macOS, and Linux, ensuring minimal disruption.

• Support network administration tasks such as configuring TCP/IP settings, DNS management, LAN troubleshooting, and VPN connectivity.

• Assist with the management of IT infrastructure components including firewalls, Meraki devices, SCCM, GPOs (Group Policy Objects), and Active Directory.

• Perform desktop support activities by installing, updating, and maintaining software applications like Microsoft Office and other productivity tools.

• Collaborate with team members on escalated issues involving computer networking, firewall configurations, or server environments such as Windows Server and Linux.

• Maintain accurate documentation of incidents and resolutions using BMC Remedy or ServiceNow platforms.

• Support the deployment and management of computer hardware upgrades and software installations.

• Contribute to the maintenance of security protocols by assisting with firewall rules, VPN configurations, and network security measures.

Experience

• Proven experience in technical support or help desk roles within an IT environment.

• Strong knowledge of operating systems including Windows (particularly Windows Server), macOS, and Linux distributions.

• Familiarity with network protocols such as TCP/IP, DNS, LAN/WAN architecture, and network administration tools like Meraki.

• Hands-on experience with computer management tools such as SCCM and GPO for system deployment and policy enforcement.

• Proficiency in troubleshooting software issues related to Microsoft Office applications and enterprise software solutions.

• Understanding of computer hardware components and peripheral devices for troubleshooting hardware failures.

• Experience supporting mobile devices and remote access solutions like VPNs.

• Excellent communication skills with the ability to explain technical concepts clearly to non-technical users.

• Analysis skills for diagnosing complex issues involving multiple systems or network components.

• Knowledge of help desk ticketing systems such as Jira or ServiceNow for issue tracking and resolution documentation. If you are passionate about delivering exceptional IT support through effective communication and technical expertise, we encourage you to apply. Join our team to contribute to maintaining a reliable IT environment that empowers our organization’s success.

Pay: $20.00 - $23.00 per hour

Work Location: In person