Helpdesk Analyst

Helpdesk, Desktop, Help Desk, Desk Top, Microsoft, Windows, Office
Full Time, Full Time / Perm
$60-75K DOE
Telecommuting not available Travel not required

Job Description

Please note I have direct access to the Hiring Helpdesk Manager on this position.

An International, successful, extremely profitable and the largest global privately held medical software/hardware Company is looking for a Help Desk Support Analyst. The company is privately held, has been in business for 65+ years, has $1+ Billion in revenue, has 5K+ employees, is extremely profitable and has never laid-off an employee.

The Help Desk Support Analyst will be responsible for supporting 500+ users (local and remote). The Help Desk Support Analyst will be on a team responsible for supporting, troubleshooting and resolving technical issues, incidents and service desk requests for 500+ corporate users running Microsoft Windows 10/8 Pro , MS Office 2016/2013 and Outlook 2016/2013 (Outlook, Word, Excel, PowerPoint, Project, Access and Visio) running on Help Desks and laptops. These are intense and technical users of Windows and MS Office, with a lot of critical data.

Specifically the Help Desk Support Analyst will:

  • Provide Service Desk support to resolve incident and service request tickets submitted via self service.
  • Log tickets accurately and completely using the ticketing system.
  • Perform ticketing system queue management.
  • Resolve tickets as capable and where resolution is not possible assign ticket to the appropriate team.
  • Notify users as requested by the resolving area and close call tickets when resolution is confirmed with IT support team.
  • Provides support for meetings (audio/video).
  • Perform occasional backup to the Service Desk Support Analysts.

The Help Desk Support Analyst will also be responsible for supporting mobile devices and some Apple and Mac OS Help Desks and laptops. Company utilizes Remedy for ticketing system. The department supports Avaya Call Management systems. The department adheres to the ITIL framework and processes. The team utilizes GoToAssist and Bomgar for remote access.

The Help Desk Support Analyst reports directly to the Help Desk Manager

The company offers full benefits (PPO & HMO) including dental and vision, matching 401K, 3 weeks of vacation, paid sick days, Short and Long-Term Disability, Life Insurance, Tuition reimbursement, casual dress and flexible work hours that all start upon employment.


MUST HAVE 1-2+ years experience as a Help Desk Support Analyst supporting 500+ users (local/remote) in a Windows 10/8.


The following are a plus only (NOT Mandatory):

Experience utilizing Remedy or comparable for ticketing

Experience using GoToAssist, Bomgar or similar for remote access

Experience following ITIL or similar processes

TrendMicro for antivirus/spam/spyware

Experience supporting mobile devices

Experience supporting Mac OS and/or Apple

Experience supporting audio/video equipment

Experience with imaging

Experience providing support for SAP client, Adobe, IQS and Thin client

BS/MS in CS or related degree

Microsoft Certified (MCSA and/or MCSE and/or MCDBA)


If you feel you are a fit and are interested, please send me your updated resume as a word doc attachment that details, for each employer/project (note: this information is required by the hiring manager to be considered):

Detail the environments you have supported: the number of users supporting (local and # of remote offices/users) (Help Desk support analysts/laptops), Windows versions supporting 10/8, Outlook 20/162013, MS Office 2016/2013/2010, any SAP Client, Mac/Apple OS, Mobile devices, Audio/Visual equipment, any Adobe, any Thin Client, hardware/software installation, configuration and troubleshooting, GoToAssist or other remote/laptop support, Ghost for multicast and individual Hard Drive imaging, all antivirus/spam/spyware software supporting, network and connectivity issues, troubleshoot printer, monitors and peripherals issues, migration or rollout projects, and utilization of Help Desk support analyst tracking packages (i.e. Remedy).

Posted By

Al Karaptian

Hermosa Beach, CA, 90254

Dice Id : equest
Position Id : 202
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