Helpdesk Analyst​/End User Trainer

Job Description

Join our client, as a Service Desk Support Analyst / End User Trainer where our collective ambition and shared values of collaboration, talent empowerment, and diversity drive excellence. In this pivotal role, you'll be instrumental in enhancing our technological capabilities and nurturing our most significant asset—our people.

Position Summary:

Ensure proper computer operation so that end users can accomplish business tasks. Service Desk Analyst will be receiving, prioritizing, documenting and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools as well as require giving in-person, hands-on help at the desktop level. Service Desk Analyst may also be tasked with setting up new equipment, installing applications, and making sure procedures are kept up to date.

This job may require travel to remote offices or working outside of normal business hours as needed.

The role reports to the Service Desk Manager and will work closely with the Service Desk and Desktop Support teams, as well as with all technology staff.

Skills Preferred

Active Directory, help desk support, Service desk, Troubleshooting, Training materials, Support, Customer service, Microsoft, ITSM, IT training, LMS, AD, M365, Outlook, Sharepoint, Teams, DWS, Servicedesk, Desktop

Additional Skills & Qualifications

Key Responsibilities

• Field incoming help requests from end users via both telephone and e-mail in a courteous manner.

• Build rapport and elicit problem details from service desk customers.

• Escalate problems (when required) to the appropriately experienced technology staff.

• Record, track, and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

• Manage training courses and events within the firm’s Learning Management System (LMS), including scheduling, enrollment, content updates, and tracking completion.
• Create and maintain training materials, guides, and documentation to support ongoing user education and self-service learning.
• Deliver user training sessions on firm technology, applications, and systems to enhance end-user proficiency and adoption.

• Apply diagnostic utilities to aid in troubleshooting.

• Access software updates, drivers, knowledge base articles, and FAQ resources to aid in problem resolution.

• Identify and learn appropriate software and hardware used and supported by the firm.

• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

• Test fixes to ensure problem has been adequately resolved.

• Perform post-resolution follow-ups to help requests.

• Provide after-hours support as part of an on-call rotation with other team members.

• Manage training courses and events within the firm’s Learning Management System (LMS), including scheduling, enrollment, content updates, and tracking completion.

• Create and maintain training materials, guides, and documentation to support ongoing user education and self-service learning.

• Deliver user training sessions on firm technology, applications, and systems to enhance end-user proficiency and adoption.

• Other duties as assigned.

Qualifications

• Excellent customer service, desk side support, judgment, time management and problem-solving skills.

• Demonstrated experience in a technical customer support role, including strong troubleshooting and diagnostics skills.

• Demonstrated knowledge of Windows desktop operating systems, Microsoft Office suite applications and troubleshooting remote access for users.

• Ability to support networked printers and photocopiers.

* Please apply if you're interested in hearing more about the opportunity and if you feel you're capable of completing any of these job duties*

* We are looking to set up interviews as early as next week*

* CompTIA Certifications are desirable for this role *

* Medical, Dental, and Vision Benefits Offered from Day One*

* If you are interested in hearing more about this opportunity, please send your updated resume…