IT Help Desk Analyst

Position Summary:

IEM is looking for an IT Help Desk Analyst to work in a hybrid situation, working from the office on rotating days. The ideal candidate will be a solution-oriented, customer service-driven individual that can excel in a fast-paced environment. This individual will utilize exceptional listening, critical thinking, and communication skills to resolve internal client issues.

Primary Location:

• Candidate must live a commutable distance to Morrisville, NC or Tallahassee, FL or Baton Rouge, LA
• Position will be a Remote and In Office role making it a Hybrid work schedule
• In office days will be based on business needs and could range between 1 – 5 days a week
• All remote work environments require the ability to maintain minimum Internet speeds of 25 Mbps upload and 3 Mbps download, as well as a ping rate of 100 ms or less during working hours, regardless of the type and number of devices using your Internet connection. You must also have account privileges and access to your Internet service provider account during working hours for the purposes of maintaining the Internet connection, if needed.

Travel Requirements:

Essential Functions:

• Provide a single point of contact to the organization for information technology-related issues.
• Identify, research, and resolve software/technical issues.
• Respond to telephone calls, emails, and personnel requests for IT technical support.
• Analyze and resolve user problems with the aim of eliminating recurrences and reducing calls to the Help Desk.
• Other duties as requested, depending on call volume.
• Participate in the on-call rotation when circumstances require.
• Be willing and able to respond to after-hours and weekend calls.
• Draft FAQs for common help desk issues on supported software systems.
• Establish, document, and enforce procedures for coordinating with other help desk resources to provide appropriate coverage.
• Adhere to departmental procedures to ensure users are kept well informed of ticket status and product availability to manage user expectations and ensure overall user satisfaction.

Current Knowledge, Skills, and Abilities:

• Superior troubleshooting abilities enabling quick determination/ resolution of software and hardware issues.
• Ability to use logic/reason to identify alternative solutions and apply the most effective resolution methodology.
• Excellent written and verbal communication skills.
• Must demonstrate a sense of urgency while acting in a professional, calm manner.
• Ability to stay abreast of changes and updates in relevant technologies.
• Experience with Active Directory, Remote VPN Software, Disaster Recovery, and Anti-Virus required.
• Solid working knowledge and experience in Windows 10/11, Office 365 Exchange/SharePoint, LAN/WAN.
• Must be a self-starter and team player who also can work independently.
• Detail oriented and able to thoroughly document and communicate issues.
• Ability to handle multiple projects in an organized and timely manner.
• Ability to analyze and resolve problems according to established priorities.
• Ability to work in a fast-paced, changing environment with individuals from diverse areas of specialization.
• Experience with Microsoft Office applications required.
• Experience with various help desk software a plus.
• Experience with imaging desktops.

Minimum Qualifications:

• Five (5) years of experience.
• CompTIA A+ certification

Preferred Qualifications:

Benefits and more:

• 10 paid Holidays
• Vacation Pay
• Sick Pay
• 401 (K) plan with matching
• Company paid STD and LTD

Why join IEM:

We are a woman owned company in Emergency Management that embraces teamwork, collaboration, flexible performance, actionable solutions and integrity/ethics. Our work touches everyone. We produce results that matter. Results that save lives – join us while we build a safe, secure and resilient world.

Our culture:

IEM believes in the greater good and it is our commitment to attract those who have excellent technical skills, creative minds and innovative ideas to keep propelling us forward.

IEM is an Equal Opportunity Employer including Vets and Disabled:

We are an Equal Employment/Affirmative Action employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, or local law.

If you need reasonable accommodation for any part of the employment process, please contact Human Resources and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from Human Resources.