IT Helpdesk Analyst

Overview

My client, global company with HQ in Dublin City Centre is looking for IT Helpdesk Analyst for 6 months’ contract. Successful candidate must be able to work overtime and/or weekends when necessary.

 

About the role:

Working in a dynamic, challenging environment, the IT Helpdesk Analyst is directly responsible for providing end-user (onsite and remote) technical support via telephone, email, and voicemail.  This involves the servicing of all desktop and laptop computer systems, repairs, and installation of hardware and software products.  This position is engaged in, among other things, extensive customer interface, trouble-ticket handling, installing, diagnosing, repairing, maintaining, and upgrading all hardware and software while ensuring optimal workstation performance.  To succeed, the incumbent must be a strong verbal and written communicator, self-starting, and adept at managing multiple, competing priorities simultaneously.

 

Key responsibilities:

  1. Client support:
    • Serve as the primary contact for customer helpline
    • Troubleshoot and resolve hardware and software problems in a timely manner
    • Perform password resets
    • Wi-Fi setup and troubleshooting
  2. Hardware maintenance and support:
  • Configure, deploy, and relocate corporate desktops, laptops, and monitors
  • Install new printers and troubleshoot printer issues
  • Support smartphones: iPhones/iPads
  • Set-up printers and hardware peripherals
  • Manage and track all hardware including but not limited to desktops, laptops, phones, and printers
  1. Software maintenance and support:
  • Troubleshoot Windows 7/10, Citrix client
  • Install and configure standard applications
  • Manage internet connectivity problems, access to Citrix, Outlook Web Access, and Outlook for remote users
  • Maintain Microsoft Office 2010/2016
  • Maintain malware eradication
  • Microsoft Windows patching
  1. Documentation and miscellaneous support:
  • Document and maintain new application and operating system installation and configurations
  • Document and maintain helpdesk and onsite procedures
  • Basic network administration
  • Cable management

 

Requirements:

  1. Educational/Experience:
  • Bachelor’s degree in IT or related discipline
  • Experience supporting Microsoft operating systems for workstations windows 7/10
  • Prior helpdesk experience via ITIL is a plus, but not required
  • Microsoft certifications are a plus, but not required
  1. Technical/Functional:
  • Ability to apply diagnostic techniques to identify problems, investigate causes, and recommend solutions
  • High proficiency in Microsoft Office 2010/2016
  • Basic networking skills (TCP / IP)
  • Basic knowledge of computer hardware
  • Knowledge of Dell systems is a plus, but not required
  • Excellent interpersonal, written, and verbal communication skills
  1. Client Relationships:
  • Demonstrated ability to communicate technical information to technical and non-technical users
  • Demonstrated ability to communicate with individuals and groups
  1. Team Management:
  • Ability to complete assignments with minimal direction
  • Works well independently and as part of a team
  1. Additional Competencies:
  • Detail-oriented, strong work ethic, willingness to learn, and able to handle multiple priorities and deadlines simultaneously
  • Flexible and self-starting with an exceptional aptitude for dealing with ambiguity, unexpected emergencies, frequent interruptions, and competing deadlines
  • Demonstrated skill at identifying and providing potential resolutions to complex problems spanning numerous genres including informational, practice, policy / procedural, and situational problems

 

Unfortunately, we cannot offer sponsorship for this role so you must have valid Visa to work in Ireland.

John Ryan, Senior Recruitment Consultant - Your e-Frontiers consultant for this job

John is one of our recruitment consultants on the Technical Infrastructure Division of e-Frontiers and has been with the company since June 2012. John brings over 12 years recruitment experience to the e-Frontiers team having previously worked for one of Ireland’s biggest recruitment companies. He has worked with many of the Ireland’s leading IT companies and has experience of sourcing technical candidates across all levels. He has also gained valuable on-site client recruitment experience from various recruitment projects. John studied Business Studies in Dublin Business School. He prides himself on his professional and logical approach to recruitment.

Specialises in: Senior Windows Engineers, System Support, Linux Administrators, Unix Administrators, Security Consultants, Virtualisation Specialists, Unix Specialists, Infrastructure Consultants, Cloud Automation Specialists, Office 365 Specialists, Windows Engineers