Helpdesk Analyst

About siffron:

siffron is a leading provider of retail merchandising solutions, specializing in designing and manufacturing innovative display and signage systems. We partner with top brands and retailers across various industries to enhance their product presentation and optimize customer experiences. Our company values innovation and encourages creativity, offering a collaborative work environment that fosters growth and professional development. At siffron, we continue to push boundaries and set new standards in the retail market, establishing itself as an industry leader.

Join a team that values expertise, embraces new ideas, and is committed to delivering excellence for our customers. If you're ready to make a difference and be part of an organization that's setting the standard in retail merchandising, we'd love to hear from you.

JOB SUMMARY

The Helpdesk Analyst will serve as first point of contact to end users, delivering exceptional technical support, and ensuring positive experience. The Helpdesk Analyst will be responsible for troubleshooting including break/fix support, assisting network administrators and applications personnel. Key responsibilities will include documentation, tracking, and follow-up on all help desk calls as well as assisting the network administrators with all hardware and infrastructure deployments.

ESSENTIAL FUNCTIONS

End User Support and Customer Service

• Serve as point of contact with help desk tickets and requests (via phone calls and/or emails) for employees seeking technical assistance
• Effectively and accurately document incidents, requests, and resolutions within ticketing system
• Ensure requests for technology services and support are properly recorded, assessed, prioritized, addressed timely and properly escalated.
• Build strong internal customer relationships by addressing issues with the proper level of urgency.
• Develop a trusting relationship with the application development and network administration personnel by becoming the first line of support for business applications and infrastructure tools.

Technical Troubleshooting and Resolution

• Configure, install, troubleshoot, and repair PC and hardware.
• Troubleshoot Microsoft 365 and other business applications.
• Utilize remote tools and resources to solve issues effectively and efficiently.
• Contribute to internal knowledge to improve service delivery and efficacy.

IT Operations and Infrastructure Support

• Contribute to the design of network architecture, integration and installation.
• Work closely with network administrations to maintain software/LAN/WAN/wireless security and integrity.
• Provide ad hoc report writing support and training for other departments.
• Other duties as assigned.

EDUCATION, LICENSES, AND EXPERIENCE

• Bachelor’s Degree (or obtaining) in computer related field, or comparable hands-on experience with computer networks.
• Minimum Years of Experience Required in Specific Functions/Positions:

      o 2 - 3 years with remote PC troubleshooting (Phone/Remote Control)

      o 2 - 3 years PC hardware configuration, installation and troubleshooting.

      o Windows desktop operating systems and MS Office.

      o Windows Server Administration (DNS, DHCP, Group Policies, Windows Updates)

      o IP Telephony Administration

      o Active Directory administration (Account Creation/Deletion, Password changes, Group Membership, etc.).

      o Security and Antivirus Software

      o Familiarity with networking technologies.

SKILLS (Language, Mathematical, Reasoning, Other)

• Must have strong people and interpersonal skills.
• Excellent oral and written communication skills.
• Ability to multi-task and prioritize duties and objectives.
• Strong planning and time management skills.
• Experience working in a fast-paced environment.
• Ability to work independently with a minimum of day-to-day direction.
• Ability to represent the company in a professional manner.

WORKING CONDITIONS/PHYSICAL DEMANDS

• Skilled at managing multiple tasks concurrently.
• Ability to travel to other siffron locations will be required.
• Effective at projecting a responsive, customer service attitude to other individuals and departments.
• Ability to handle stress and balance conflicting priorities.
• Sitting and working at a computer for extended periods of time.
• Ability to lift up to 50lbs. 

siffron Benefits:

The salary range for this role is $43,846 – 60,000 annually. siffron considers several factors when determining and extending an offer, including but not limited to, the role, function, a candidate’s work experience, location, education/training, and key skills.  

• 401(k) match (up to 50% of 6%)
• Annual siffron profit share/safe harbor match
• Tuition reimbursement program for eligible employees
• Medical, dental, vision insurance after 30 days of employment
• Flexible spending account and/or health savings account
• Vacation/Personal/Bereavement leaves
• Paid parental leave
• Short & long-term disability coverage
• Employee Assistance Program
• Employee referral bonus program
• siffron Shared Ownership Works Program
• 10 paid holidays