Help Desk Analyst

Primary

Purpose:

The Helpdesk Analyst provides technical support across Schuman Cheese, assisting employees with hardware, software, and network-related issues. This role will serve as the first point of contact for IT support, helping users troubleshoot technical problems, escalate complex issues when necessary, and ensure smooth day-to-day operations. The ideal candidate will have strong problem-solving skills, excellent communication abilities, and a proactive mindset. This position requires the ability to provide remote and on-site support in a fast-paced, multi-environment setting, including warehouses, factories, and office spaces.

This position will require on-site support in Elgin, IL facility five days a week.

Responsibilities:

Technical Support & Troubleshooting Serve as the first point of contact for IT-related support requests via phone, email, and in-person inquiries.

Diagnose and resolve hardware, software, and network issues efficiently.

Support and troubleshoot Windows Operating Systems, business applications, printers, and peripheral devices.

Assist users with password resets, account management, and software installations.

Provide remote assistance to employees across multiple locations.

Incident Management & Documentation Log and track all helpdesk tickets using the IT ticketing system, ensuring timely resolution.

Prioritize, document, and escalate complex issues to higher-tier IT teams when necessary.

Maintain and update knowledge base articles, FAQs, and troubleshooting guides.

Hardware & Software Setup & Maintenance Set up, configure, and maintain desktops, laptops, mobile devices, and peripherals.

Install, update, and troubleshoot enterprise applications and security patches.

Assist with hardware replacements, device imaging, and workstation setups for new employees.

Coordinate equipment moves, swaps, and upgrades as needed.

User Support & Training Provide technical guidance to employees on using company hardware and software.

Educate users on best practices for cybersecurity, password management, and data protection.

Follow up with users to ensure issues are resolved and provide customer-friendly support.

Primary

Purpose:

The Helpdesk Analyst provides technical support across Schuman Cheese, assisting employees with hardware, software, and network-related issues. This role will serve as the first point of contact for IT support, helping users troubleshoot technical problems, escalate complex issues when necessary, and ensure smooth day-to-day operations. The ideal candidate will have strong problem-solving skills, excellent communication abilities, and a proactive mindset. This position requires the ability to provide remote and on-site support in a fast-paced, multi-environment setting, including warehouses, factories, and office spaces.

This position will require on-site support in Elgin, IL facility five days a week.

Responsibilities:

Technical Support & Troubleshooting Serve as the first point of contact for IT-related support requests via phone, email, and in-person inquiries.

Diagnose and resolve hardware, software, and network issues efficiently.

Support and troubleshoot Windows Operating Systems, business applications, printers, and peripheral devices.

Assist users with password resets, account management, and software installations.

Provide remote assistance to employees across multiple locations.

Incident Management & Documentation Log and track all helpdesk tickets using the IT ticketing system, ensuring timely resolution.

Prioritize, document, and escalate complex issues to higher-tier IT teams when necessary.

Maintain and update knowledge base articles, FAQs, and troubleshooting guides.

Hardware & Software Setup & Maintenance Set up, configure, and maintain desktops, laptops, mobile devices, and peripherals.

Install, update, and troubleshoot enterprise applications and security patches.

Assist with hardware replacements, device imaging, and workstation setups for new employees.

Coordinate equipment moves, swaps, and upgrades as needed.

User Support & Training Provide technical guidance to employees on using company hardware and software.

Educate users on best practices for cybersecurity, password management, and data protection.

Follow up with users to ensure issues are resolved and provide customer-friendly support.

Collaboration & Continuous Improvement Work with IT leadership and other team members to improve helpdesk processes and efficiency.

Assist in IT projects such as system upgrades, deployments, and new technology rollouts.

Monitor trends in helpdesk tickets and suggest proactive solutions to common issues.

Collaboration & Continuous Improvement Work with IT leadership and other team members to improve helpdesk processes and efficiency.

Assist in IT projects such as system upgrades, deployments, and new technology rollouts.

Monitor trends in helpdesk tickets and suggest proactive solutions to common issues.

Education, Qualities and

Skills Required:

2+ years of experience in helpdesk, technical support, or…