<p>The Senior Helpdesk Analyst reports to the Regional IT Manager - East US and provides hardware and software maintenance, training and consultation, and recommendations about future planning and development of resources. Providing these services in an effective and efficient manner ensures maximum access to and implementation of technology services and resources.</p> <p>Primary Accountabilities:</p> <ul> <li>Provide technical assistance and support related to computer systems, software, and hardware </li><li>Administer primary Microsoft stack including Windows </li><li>Maintain documentation of technical maintenance procedures </li><li>Maintain daily performance of computer systems </li><li>Maintain, install and troubleshoot network components and peripherals; copiers, printers, workstation terminals, Cisco switches, VOIP phones, VPN Networks </li><li>Determine users' technical needs and provide them with appropriate solutions </li><li>Assist in the support/administration of VMware environment </li><li>Maintain network user accounts through Microsoft O365 </li><li>Maximizes network and systems performance through monitoring tools </li><li>Resolve help desk tickets as assigned; Freshservice Helpdesk </li></ul> <p>Technical Skillset:</p> <p>Desktop/Laptop: Antivirus, Basic Troubleshooting, Firmware Upgrades, Imaging (MDT/WDS)</p> <p>Microsoft Stack: Active Directory, Office 365, Powershell, Windows, Exchange, Entra ID</p> <p>Security Applications: Duo, Imprivata, Envoy, Delilnea, BigFix, Crowdstrike</p> <p>Education and Experience:</p> <p>Associate degree or equivalent from two-year college or technical school with a minimum 5+ years related experience and/or training, with at least 3 years of experience with Microsoft Active Directory Services; OR a bachelor's degree in Computer Science, MIS, IT or related field with a minimum of 2+ years of related experience, with at least 1 year of experience with Microsoft Active Directory Services. Experience with Microsoft Active Directory, Entra ID, and VMWare preferred.</p>