IT Helpdesk Analyst

Job Description:

Provides IT phone support for all internal employees at Envista locations globally and local support. Ensures that all phone support calls are logged, resolved, or are forwarded to the proper group for resolution. Responsible for PC configurations, imaging, ongoing system updates and maintenance. LAN/WAN network troubleshooting, and vendor coordination. This person will be responsible for supporting numerous other third-party applications, e.g., Microsoft Dynamics, SAP, Oracle, etc.

Essential Duties and Responsibilities

• Demonstrates Customer Service & Troubleshooting skills with composure and professionalism in-person, on the phone, and in writing.

• Takes users issues and requests via phone, walk-up, email, and ticketing system.

• Documents issues and requests into the help desk ticketing system then either resolves or escalates to the appropriate resource.

• First level troubleshooting of laptops, desktops, servers, network related or attached systems.

• Listens and responds to customer needs.

• Uses critical thinking to resolve customer issues.

• Recommends or performs minor remedial actions to correct problems.

• Maintain Active directory user account and security consistency.

• Escalate and redirect help desk Incidents to the appropriate technical resources.

• Troubleshoot MS and Enterprise software application issues.

• Provide support for LAN, remote (VPN, Citrix) access, and resolve basic email connectivity issues.

• Installation and maintenance of Windows based PC/Laptops in an enterprise environment.

• Configure/Troubleshoot and install laptops, workstations, scanners, printers, faxes, mobile phones, iPads and all technology-based peripherals physically and remotely.

• Responds to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems.

• Installing software patches as needed and eradicating spyware/viruses.

• Assists with upgrade implementations, application support, and network infrastructure expansions.

• Performs preventive maintenance and repairs.

• Provides updates, status, completion information to manager, problem request tracking system, and/or users, via e-mail, voice mail, or in-person communication with written documentation.

• First level helpdesk support

• Use discretion to prioritize and complete end user requests for support.

• Develop, quote, and purchase computer configurations based on individual's request.

• Maintain detailed documentation of the configuration and deployment of equipment.

• Most support requests are resolved independently.

• Manage and maintain local IT inventory.

• Provides local employee training classes.

• Create detailed documentation of the configuration and deployment of equipment.

• Recycle old equipment.

• Configure and install VOIP phones regionally and globally.

• Independently provides phone support.

• Regularly updates tickets without error.

• Participates in local project related tasks.

• Patching local data drops.

• Provides regional employee training classes.

• Actively participates in VOIP Team calls.

• Setup and troubleshooting of local print servers and queues.

• Participates in regional project related tasks.

• Handles assigned tasks independently in timely fashion.

• Assist in installing hardware and cabling layouts for LAN.

• Understands DHCP and IP issues.

• Manage and maintain local IT inventory.

• Creates yearly local budget for IT items.

• Setup and troubleshooting of regional print servers and queues.

• Evaluate hardware/software and make purchase recommendations.

• Mentor, assist and train colleagues as needed.

• Provides solutions to problems verses asking for the solution.

• Participates in global project related tasks.

• Assist in planning and installing hardware and cabling layouts for LAN.

• Modify network shares and NTFS shares as needed.

• Creates yearly local budget for IT items at multiple sites.

• Performs other duties as assigned.

Job Requirements:

Qualifications:

Education/Experience:

• Demonstrates proficiency of IT Operations II duties

• Associate's degree (A. A.) or equivalent from two-year College or technical school; or one to two years related experience and/or training; or equivalent combination of education and experience. Bachelor's Degree preferred

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, reference materials and procedure manuals. Ability to write reports and correspondence. Ability to speak effectively before groups.

• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

• Ability to solve problems and deal with a variety of concrete variables in situations where only limited standardization exists.

• To perform this job successfully, an individual should have knowledge of troubleshooting a PC environment, Internet software, spreadsheet and word processing software, operating systems, advanced knowledge of computers, networking and peripheral hardware.

• Certificates, Licenses, Registrations : Desirable but not required MCSE, A+, Network +, CCNA

Competencies:

• Sense of Urgency: IT issues usually start at the IT help desk. Must understand and direct the team to address issues by the required SLA timeline. There are times where critical business functions depend on IT products and services working as soon as possible.

• Communication: There are always multiple activities and projects working simultaneously where clear and concise communication is necessary to avoid confusion.

• Customer Focus: The IT Helpdesk and Tech Support team exists to support our customers, the internal computer users. We will provide the level of service that insures as little down time as possible for the business.

• Teamwork: The IT team consists of several local and remote resources where a team atmosphere is of the utmost importance to be able to work as one group spread out across North America.

• Soft Skills- The ability to engage customers verbally in a professional manner.

• Self-Starter - The ability to be sufficiently motivated or ambitious to start a new task or project independently.

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Target Market Salary Range:

Actual compensation packages take into account a wide range of factors that are unique to each candidate, including but not limited to geographic location; skill sets; relevant education and certifications; depth of experience; performance; and other business and organizational needs. The disclosed reasonable estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Envista, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. The total compensation package for this position may also include an annual performance bonus, medical/dental/vision benefits, 401K match, and/or other applicable compensation plans.

$21.50 - $28.90 per hour

Operating Company:

Orascoptic

Envista and all Envista Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The "EEO is the Law" poster is available at: ~~~/ compliance/posters/pdf/eeopost.pdf.

Envista and its family of companies (Envista) will not accept unsolicited resumes from any source other than directly from a candidate. Envista will consider unsolicited referrals and/or resumes submitted by vendors such as search firms, staffing agencies, professional recruiters, fee-based referral services and recruiting agencies (Agency) to have been referred by the Agency free of charge and Envista will not pay a fee for any placement resulting from the receipt such unsolicited resumes. An Agency must obtain advance written approval from Envista's internal Talent Acquisition or Human Resources team to submit resumes, and then only in conjunction with a valid fully-executed contract approved by the Global Talent Acquisition leader and in response to a specific job opening. Envista will not pay a fee to any Agency that does not have such agreement and written approval in place.

Envista is a global family of more than 30 trusted dental brands, united by a shared purpose: to partner with professionals to improve lives. Envista helps its customers deliver the best possible patient care through industry-leading dental consumables, solutions, technology, and services. Our comprehensive portfolio, including dental implants and treatment options, orthodontics, and digital imaging technologies, covers an estimated 90% of dentists' clinical needs for diagnosing, treating, and preventing dental conditions as well as improving the aesthetics of the human smile. Envista companies, including DEXIS, Kerr, Nobel Biocare and Ormco, partner with dental professionals to help them deliver the best possible patient care.

Envista became an independent company in 2019. We brought with us the proven Envista Business System (EBS) methodology, an experienced leadership team, and a strong culture grounded in continuous improvement, commitment to innovation, and deep customer focus to meet the end-to-end needs of dental professionals worldwide. Envista is now one of the largest global dental products companies, with significant market positions in some of the most attractive segments of the dental products industry. For more information, please visit ~~~ .