The Help Desk Analyst position assists staff with technical support of laptop and desktop computers, software applications, mobile devices, and related technology. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. The position provides one-on-one deskside, over-the-phone, and remote consulting to Harbor Freight staff. This position also assists with maintenance and testing of network servers and associated equipment.
Duties and Responsibilities-
Provide desktop support services and activities with a high level of customer satisfaction including: installation, configuration and ongoing usability of desktop/laptop computers, peripheral equipment, mobile devices and software.
-
Monitor Windows and Mac environments, identify and troubleshoot associated problems impacting performance and availability
-
Troubleshoot and resolve client network and application issues in accordance with our Service Level Agreements (SLAs)
-
Create, test and successfully run Windows and Apple automation scripts for enterprise deployments of software, updates and group policies in both test and production environments
-
Desktop image management for client systems
-
Create, follow and improve upon Standard Operating Procedures and Knowledge Base Articles.
-
Configure and troubleshoot MS Office applications for clients
-
Use Microsoft Active Directory to set folder/user permissions; add clients and workstations to the domain
-
Track hardware in company’s asset inventory
-
Address client-side performance and reliability issues across multiple locations
-
Properly configure agents to ensure reliable backup and recovery functions for client computers and laptops
-
Maintain and update documentation for assigned projects and systems
-
Assist in the implementation of telecommunications systems, including VOIP, cell phones and mailbox management
-
Additional duties as assigned by management
Scope-
Staff supervision and development: No
-
Decision making
-
Travel: Up to 5%
-
Flex Designation: In Office
About Harbor Freight Tools
We’re a 45 year-old, $8 billion national tool retailer with the energy, enthusiasm, and growth potential of a start-up. We have over 1,500 stores in 48 states across the country and are opening several new locations every week. We offer our customers more than 7,000 tools and accessories, from hand tools and generators to air and power tools, from shop equipment to automotive tools. We provide our customers with the right tool for the right job at the right price, always delivering quality and value.
The anticipated range for this position is $21.39 – $26.78 per hour depending on location, knowledge, skills, education and experience. In addition, we offer comprehensive and competitive benefits to Associates (and their families) such as early access to pay, medical, dental, vision, life insurance, short-term and long-term disability. Eligible Associates are able to enroll in our company’s 401k plan. Associates will accrue paid time off up to 236 hours per year (inclusive of PTO, floating holidays, and paid holidays). Paid sick time up to 80 hours per year unless otherwise required by law.