Help Desk Analyst

Summary:

The Help Desk Analyst is a critical member of the IT department, serving as the primary point of contact for end-user technical support and system administration dedicated to the Tomlinson facility as well as all remote company showrooms. This multifaceted role requires a proactive problem-solver who can seamlessly manage day-to-day help desk operations for the local site and remote locations while supporting broader IT infrastructure needs. The ideal candidate will ensure the reliable operation of the Tomlinson site's and showrooms' PCs, operating systems, and network connectivity, while also taking ownership of ERP support coordination and third-party vendor relationships. This position is on-site and not remote or hybrid.

Core Responsibilities:

Support Desk Operations: Manage the IT ticketing system, providing timely, tier 1 and tier 2 support to all employees at the Tomlinson location. Diagnose, troubleshoot, and resolve hardware, software, and connectivity issues while maintaining excellent customer service and communication.

Showroom IT Support: Provide comprehensive remote technical support for all company showrooms. Ensure the reliable operation of showroom-specific systems, hardware, network connectivity, and applications, acting as the primary IT liaison for all showroom staff.

PC & Operating System Management: Responsible for the complete lifecycle of end-user hardware on-site and in supported remote locations. This includes provisioning, configuring, and deploying and decommissioning PCs and laptops, managing operating systems (Windows/macOS), deploying software updates, and ensuring endpoint security compliance.

Networking Support: Perform troubleshooting of local area networks (LAN), wide area networks (WAN), Wi-Fi, and VPN connections at the facility and across showroom locations. Assist in maintaining network integrity and escalating complex infrastructure issues to senior engineers when necessary.

ERP Coordination: Act as the primary local technical liaison for the company's Enterprise Resource Planning (ERP) system. Assist users with access, basic workflow troubleshooting, and coordinate with internal developers or external ERP support teams for advanced issue resolution and system updates.

Vendor Management: Serve as the local point of contact for external technology vendors and service providers. Manage hardware warranties, coordinate RMA processes, assist with IT procurement for the site and showrooms, and oversee external support tickets to ensure SLAs are met.

Level of Decision-Making Authority: Empowered to make independent decisions on local, operational tasks within established organizational protocols.

Impact of Decisions: Directly affects the efficiency and quality of local deliverables; broader strategic decisions are deferred to management.

Abilities/Key Competencies/Skills:

• Excellent written and verbal communications skills

• Hardware and Software troubleshooting experience

• Highly organized with excellent time management skills

• Ability to work with external vendor support and follow proper escalation patterns when required

• Take ownership and responsibility of queries, issues, and requests

• Self-motivated individual who requires minimal supervision

• Ability to maintain a professional demeanor under stressful situations

• Level of Autonomy - High degree of self-direction in managing daily workflow and prioritizing tasks once core processes are mastered.

Experience/Certifications/Education:

• Associate’s degree in IT field of study or equivalent combination of education and experience

• Experience with the Google suite of products

• Experience with MDM and Apple devices

• Experience with Zendesk Ticketing and Inventory Management system

• A+ Certifications

• Technical experience with additional operating systems, including MAC OS

• Experience with Ninja One RMM Platform
  

Organizational Relationship:

Identify who position reports to and/or who reports to this position:

• IT Help Desk Manager

Supervisory Responsibilities: None; operates as an individual contributor.

Travel Requirements (if any):

• Local showrooms within a 20-minute drive from the factory. 

• Other minimal travel
  

Physical Demands:

• Must be able to stand, walk, stoop, and bend for 8 hours or more daily.

• Requires lifting 0-25 lbs continuously, 25-50 lbs occasionally