Help Desk Analyst

The Help Desk Analyst will support NDS at their Schaumburg HQ by providing support to include technical advice, guidance, and informal training to end users (local and remote) for hardware and software. Perform necessary diagnostic and corrective actions for hardware and software problems. Respond, resolve and document all service tickets using NDS’ proprietary ticketing system. Provide high level of customer satisfaction in a timely manner.

The right candidate will possess a balance of both technical and soft skills. They will understand desktop hardware and software, be process oriented and strive for continual learning and improvement. They will also have a business professional demeanor with good verbal and written skills. This position will be both on the phone (remote users), and hands-on for local end users. The shift will be M-F during core business hours. The ideal candidate will be hungry to learn and willing to take on the duties and responsibilities as outlined below.

PRIMARY RESPONSIBILITIES

• Respond to incoming support issues via phone and email while providing a positive customer service experience
• Document work and resolution for each ticket
• Create, update and delete user accounts as requested
• Facilitate IT onboarding process by training new employees on provisioned hardware
• Support users on Microsoft platform (OS and Office365)
• Support users on laptop/tablet hardware
• Support, install and configure technology for HQ and remote employees
• Develop and maintain support documents and end-user documentation
• Inventory management
• Perform other duties as assigned

DESIRED SKILLS/COMPETENCIES

• Working knowledge of Active Directory and Office 365/Azure
• Familiarity with PC Hardware, peripherals, troubleshooting, and repair
• Windows Server 2012/2012 R2, 2016, 2019
• Exchange Online
• MS Office365 (Applications and Administration)
• MS Active Directory
• Network Troubleshooting (IP, DHCP, VPN, DNS, etc)
• Windows Server Update Services (WSUS)
• Microsoft Deployment Toolkit (MDT)
• MS SharePoint Online
• Antivirus Software/Remediation strategies
• Multifactor Authentication basics
• Familiarity with collaboration software (Cisco WebEx/Jabber and Microsoft Teams)

The estimated base salary range for this job is $45,000-$65,000. The range represents a good faith estimate of the range that NDS reasonably expects to pay for this job at the time of the job posting. The actual salary paid to an individual will vary based on multiple factors, including but not limited to specific skills or certifications, years of experience, market changes, and required travel. The salary range information provided is in accordance with applicable state and local laws regarding salary transparency that are currently in effect and may be implemented in the future.

We expect all employees to continue developing their careers through performance and study. In return, we strive to provide a strong, long-term career path that provides both financial and professional rewards.

If this doesn't sound like the right opportunity for you, but you know someone who is qualified to join this team, please forward this information to them today!

KEYWORDS

Cisco Wireless LAN Controllers (WLC), Cisco Catalyst Switches (385x, 9200, 9300, 9400), Cisco ISE, Cisco Prime Infrastructure (PI), Cisco DNA Center (DNAC), Cisco Next Generation Firewall (FPR), IPv4, IPv6, BGP, STP, Campus Network Design

ABOUT NETWORK DATA SYSTEMS

Network Data Systems (NDS), founded in 1997, is a proven leader as an IT Professional Services and Managed Services provider. We are a privately-owned company with 85%+ of our revenue from IT managed and professional services (not hardware) which means our people are the core of our business and success. The company, and our success, has been built on integrity and values to deliver high satisfaction to our employees and customers.

Services we provide include assessment, transformation, staff augmentation and managed services to enterprise and mid-market companies in the US and most-of-world markets. Network Data Systems also supports our customers with re-sale services of major IT manufacturers like Cisco, Juniper and Aruba/HPE and other providers. Many of our clients are Fortune 500 companies with complex systems, multi-national workforces, and challenging integration issues. They depend on us as a partner to have the technical know-how to pull it all together, design a smart and solid solution, and execute according to plan.

Our Remote Managed Services provides proactive monitoring and management services, 24x7x365. Our Network Operations Center (NOC) is 100% US based supporting customers premise based, cloud and hybrid IT technologies to include but not limited to: Local Area Network (LAN), Wireless, Wide Area Network (WAN), Software Defined Network (SDWAN), Unified Communications & Collaborations (UC) and Data Center Services. Our customers span multiple verticals to include Healthcare, Financial Services, Retail, Manufacturing, Education, Service Providers, and State and Federal Governments.

Network Data Systems holds major industry certifications with Cisco as Gold and Master Managed Services Partner, Aruba Gold Certified Partner, Juniper Elite Certified Partner, Microsoft Gold Partner, and other manufacturer certifications. Network Data Systems is ISO 27001 and ISO 27701 Certificated for security and privacy.