Senior Helpdesk Analyst

The Senior Helpdesk Analysts will serve as tier I support for the network operations groups and work closely with all IT groups.  This role will continue to maintain systems, users, and technology, however, will have a primary role of supporting all end users from an ‘employee as a customer’ perspective.

The Senior Helpdesk Analysts will enforce both physical and electronic controls as it relates to users and their passwords, access to systems, access to networks, etc.  The role will be responsible for identifying, monitoring, reporting, and resolution all network related or user events. 

The Senior Helpdesk Analysts will serve inside the network and IT operations group and act as the helpdesk arm.  This includes the monitoring of system tickets, users, data, Office365, Active Directory, and other related topics while enforcing the concept of least privilege.  The role will assist in yearly, quarterly, and ad hoc audit activities.  A high level of focus of this role will be documenting the Prisma onboarding and offboarding process.  

The minimum qualifications of the role include:

• (2) years of Active Directory experience,
• (2) years of endpoint protection experience and techniques,
• (2) years of operating system experience in mixed environments including in Windows and Mac,
• (2) years of Office365 administration, basic knowledge of networking, TCPIP/v4, DHCP, and other similar roles.
• (1) year of experience using RMM tools and remote support.

Senior positions in this role will demonstrate the ability to lead a set of Helpdesk personnel to provide a common SLA to the Director of IT and demonstrate a high focus on treating Employees as Customers.  Opportunities in this role would include advancement and ability to steer the Helpdesk sub-organization.

Candidates will typically possess a bachelor’s in computer science, MIS/CIS, or equivalent industry experience.