Helpdesk Analyst

New Charter Technologies Denville, NJ
helpdesk analyst troubleshooting team helpdesk windows technical working w msp admin level 1 maintenance management
February 18, 2023
New Charter Technologies
Denville, NJ
FULL_TIME

About Olmec


Olmec Systems has been providing New Jersey and the Tri-State area the best in managed IT support services since our inception in 1996. We measure our own success by each and every client success, and nothing makes us happier than to be judged by the company we keep. Olmec Systems is dedicated to providing the highest levels of customer service, expert support, and the best in technology solutions to all of our clients.


What is a MSP (Managed Service Provider)?


Many businesses (especially those in the small / medium category) will often outsource some or all of their IT support needs rather than hiring & managing an internal IT dept. That's where Olmec Systems comes in. For a fraction of the cost, Olmec and its team of technology experts provide the exact same (but almost always considerably better) level of support that an internal Network Admin, System Admin, and Helpdesk team would provide. Olmec Systems is available 24 hours a day, 7 days a week, and 365 days out of the year. When we are not working directly with end-users on day to day support requests, we are proactively managing & monitoring the network/server infrastructure and planning/designing future network enhancements.


The Position


Our focus is on supporting the Windows-based networks of small to medium sized businesses across all industries.


This Helpdesk Analyst (Level 1) position primarily involves providing in-person & phone/remote support for our clients.


Level 1 Helpdesk Analysts will work on a wide variety of issues, including but not limited to:

  • Locked accounts & password resets
  • Basic PC & application troubleshooting, etc.
  • Printer installation / troubleshooting
  • Smartphone & WiFi troubleshooting
  • VOIP phone system maintenance & support
  • Office 365 email & spam filtering support
  • Conference room audio/video issues
  • Basic network / server troubleshooting


The person chosen for this position will be exposed to a variety of local and wide area network technologies. We are looking for individuals with strong troubleshooting skills who can work through tough situations and solve challenging problems on their own. Job candidates must be energetic and focused, with a strong desire to learn new technologies & management / maintenance processes.


We seek an individual who loves working with people and is able to articulate technical problems into layman's terms for customers who are not technically proficient. Candidates must also demonstrate the ability to communicate clearly and effectively.


Why You Should Apply


  • Competitive compensation, medical/dental/vision benefits, 401K plan, PTO, end of year bonus, etc.

  • Excellent growth and advancement opportunities

  • Paid training and certifications

  • 40 hour work-week with paid overtime

  • Fun, relaxed work environment


We Are Looking For Someone Who:


  • Loves dealing with people and has no problem explaining complex technical details in layman's terms

  • Can work on their own and be trusted to complete their tasks - They should also be able to follow instructions when required

  • Has no problem creating and updating detailed documentation and entering notes into our time management system

  • Has the ability to see a problem or issue through to completion, all while regularly communicating with the client

  • Is not afraid or too complacent to point out areas or processes that could use improvement, whether on a client's network or within our own company

  • Is a Team Player - everyone at our company works together and helps each other. We do not want employees that do not have the best interest of the team at heart.

  • Understands that number one rule: KEEP THE CLIENT HAPPY!


Technical requirements


  • 2 years minimum of Helpdesk experience (working w/ MSP's and/or IT consulting firms in the past is a PLUS)

  • Experience working w/ formal support ticketing systems (*** experience using ConnectWise Manage is a PLUS)

  • Experience creating & maintaining HOW TO's & network documentation for the benefit of you and your team

  • Experience installing, updating, and troubleshooting Windows 7 / 8 / 10 operating systems, as well as working w/ desktop & laptop hardware

  • Experience w/ network-based Antivirus solutions

  • Experience supporting Windows 2012, 2016 and 2019 servers (both operating systems & hardware)

  • Experiencing installing & supporting network-based printers & copiers

  • Basic experience w/ troubleshooting network switches, Internet connectivity, firewalls (SonicWALL experience a PLUS), and WiFi technology


*** Let us know in your cover letter why you are the perfect candidate for this position. ***


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