Job Overview:
The IT Helpdesk Support Analyst II provides technical assistance and support to DENNIS Uniform employees, particularly to those on site at the DENNIS Uniform Distribution Center. This position will be the first point of contact for troubleshooting IT-related issues and will work to resolve problems efficiently, ensuring minimal disruption to operations. Excellent communication and problem-solving skills will be essential in delivering outstanding support..
Duties:
· Serve as the initial point of contact for technical support requests via phone, email, or FreshWorks ticketing system.
· Diagnose and resolve hardware, software, network, and peripheral issues promptly and effectively.
· Provide guidance and training to end-users on using hardware and software applications.
· Maintain accurate records of support requests, resolutions, and user instructions.
· Assist with software installations, updates, and patches.
· Build, configure, and deploy computer hardware, particularly desktops and laptops, as required by DENNIS employees.
· Perform routine maintenance, upgrades, and repairs on computer hardware and peripherals.
· Manage user accounts, password resets, and access permissions in Microsoft Active Directory/Entra.
· Promote and enforce IT security best practices and policies.
· Maintain and track IT inventory, including hardware and software licenses.
· Collaborate with IT teams and external vendors to resolve complex technical issues.
· Stay informed about new technologies, products, and industry trends to enhance technical knowledge.
· Mentor junior members of the team as required.
· All other duties as assigned
Experience:
· High school diploma or equivalent required; Bachelor's degree in Information Technology or related field preferred.
· Proven experience in a helpdesk support or technical support role.
· Strong knowledge of computer hardware, operating systems (Windows and macOS), and common software applications. Zebra Android Tablet, Printer, and Scanner experience preferred.
· Expert experience deploying, supporting, and maintaining desktop and laptop computers.
· Familiarity with network configurations and troubleshooting. Meraki/Cisco device experience preferred.
· Exceptional problem-solving and customer service skills.
· Excellent communication and interpersonal abilities.
· Ability to work independently and prioritize tasks in a fast-paced environment.
· IT certifications (e.g., CompTIA A+, ITIL) are a plus.
Key Measures of Success:
· Response times within service level agreement guidelines.
· Customer satisfaction based on surveys or follow-ups.
Working Conditions
· Ability to sit, stand, or walk for long periods
· Normal Hours: 7am – 4pm and On Site at the Fort Worth Distribution Center every day
· Ability to respond to support issues outside of business hours & work extended hours during peak season (June – September.
· Minimal lifting required (~30lbs).
· Must be willing to dress in a professional manner to properly represent Dennis.
This description is based on management's assessment of the requirements and functions of the job of the date this description was prepared. It is a general guideline for managers and colleagues, but it does not purport to be an exhaustive list of all the elements of the job. Management reserves the right on a temporary or indefinite basis to meet production, scheduling or staffing needs.
Job Type: Full-time
Pay: From $65,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Experience level:
Schedule:
- 8 hour shift
- Monday to Friday
Experience:
- Help desk: 1 year (Preferred)
- Windows: 1 year (Preferred)
Ability to Commute:
- Fort Worth, TX 76134 (Required)
Ability to Relocate:
- Fort Worth, TX 76134: Relocate before starting work (Required)
Work Location: In person