IT Helpdesk Support Analyst

Job Details

Job Location:

Newington Shattuck Way
- Newington, NH 03801 Position Type:
Full Time Education Level: Associates Degree Job Shift: 5x2-8a-430p

Are you looking for an opportunity with plenty of growth potential? Do you enjoy working in an exciting, fast‑paced, collaborative environment? Are you interested in working with the world’s most innovative companies to create a more connected world?

Connecting Continents. Impacting Communities.

The backbone of the Internet is a series of high-tech subsea fiber optic cables deployed throughout the globe
- Sub Com has deployed over 50% of them. Our employees ensure data communications networks are engineered, manufactured, deployed to the highest standards, enabling faster and more reliable connectivity to communities worldwide. Every member of the Sub Com team plays a role in an end‑to‑end process that is critical to enterprises, governments, big cities, and rural towns.

We encourage, expect, and value creativity, thoughtful risk taking, openness to change, and diverse perspectives. Whether you’re a seasoned applicant seeking a new and exciting challenge, or you’re new to the workforce and looking for a flexible, rewarding, and fast‑paced position with an innovative and stable organization (since 1953), Sub Com has opportunities to advance your career.

The Help Desk Support Analyst is a full‑time, on‑site position and a key member of the IT Service Delivery team. This role provides primarily Level 2 technical support, desktop support, and customer service to Sub Com employees, contractors, and authorized vendors.

The position is primarily responsible for supporting end users and technology within Sub Com's Newington, New Hampshire facilities. As a member of the broader IT Service Delivery team, the Help Desk Support Analyst will also assist with support for users located in Baltimore, Maryland;
Eatontown, New Jersey; remote locations throughout the United States and internationally;
Sub Com's Madrid office; and aboard the company's fleet of cable ships.

The Help Desk Support Analyst provides hands‑on and remote support for Windows
11 computers, desktop hardware and peripherals, business applications, Microsoft
365, Microsoft Teams conference rooms, printers, mobile devices, and specialized technology used within Sub Com’s office and production environments. The position is responsible for troubleshooting and resolving incidents and service requests, documenting solutions, and escalating issues to other IT teams or vendors when necessary.

The successful candidate will have strong technical troubleshooting skills, excellent customer service and communication skills, and the ability to independently diagnose and resolve a wide variety of end‑user technology issues in a fast‑paced business and production environment.

• Provide Level 2 technical and desktop support for employees, contractors, and authorized vendors, with primary responsibility for Sub Com's Newington, NH facilities.
• Provide remote technical support as needed for Sub Com users in Baltimore, MD;
  Eatontown, NJ; remote locations throughout the United States and internationally; the Madrid office; and Sub Com's fleet of cable ships.
• Diagnose, troubleshoot, and resolve incidents and service requests involving Windows
  11 operating systems, desktop and laptop computers, applications, network connectivity, user accounts, peripherals, mobile devices, and other end‑user technologies.
• Provide hands‑on hardware support for Sub Com's end‑user computing environment, consisting primarily of Dell desktop and laptop computers, docking stations, monitors, and related peripherals, as well as a limited number of Apple devices.
• Install, configure, troubleshoot, maintain, and replace Windows
  11 computers and associated hardware. Assist with operating system deployments, hardware refreshes, software installations, updates, security configurations, and lifecycle replacement activities.
• Support Microsoft
  365 applications and services, including Outlook, Teams, One Drive, and other commonly used productivity applications.
• Provide technical support for Microsoft Teams conference rooms and…