Help Desk Analyst

Quantum delivers end-to-end data management solutions designed for the AI era. With over four decades of experience, our data platform has allowed customers to extract the maximum value from their unique, unstructured data. From high-performance ingest that powers AI applications and demanding data-intensive workloads, to massive, durable data lakes to fuel AI models, Quantum delivers the most comprehensive and cost-efficient solutions. Leading organizations in life sciences, government, media and entertainment, research, and industrial technology trust Quantum with their most valuable asset – their data. Quantum is listed on Nasdaq (QMCO). For more information visit www.quantum.com.

You’re joining a team of exceptional leaders and individuals who strive for growth and improvement across our business. The information team plays a crucial role in the success of our organization, and you’ve got a passion for ensuring both our business and customers are protected by creating and improving world-class programs and products.

Job Responsibilities

• Respond to requests for remote technical assistance via phone, chat, or email.
• Diagnose and resolve technical hardware and software issues.
• Research questions using available information resources.
• Advise customers on appropriate action.
• Follow standard help desk procedures.
• Log all help desk interactions.
• Administer help desk software.
• Follow up with customers to ensure complete resolution of issues.
• Redirect problems to correct resource.
• Identify and escalate situations requiring urgent attention.
• Track and route problems and requests and document resolutions.
• Inform management of recurring problems.
• Stay current with system information, changes, and updates.
• Help update training manuals for new and revised software and hardware.
• Train computer users as necessary.
• Participant in rotating on-call schedule.
• Demonstrate exceptional communication and customer service skills and maintaining a courteous and professional demeanor.
• Ability to effectively troubleshoot and resolve technical issues in a professional manner.
• Assist with maintaining accurate records of all IT assets including hardware, software licenses, and peripherals.
  
  

Key Competencies

• Customer Service, Communication, Teamwork and Accountability.
• Experience using Helpdesk Ticking Systems.
• Knowledge of networking, backup and data communication systems and procedures.
• Strong analytic, troubleshooting skills.
• Strong verbal and written communication skills.
• Ability to understand software and hardware applications as applied to the Helpdesk position.
• Knowledge of and experience with the technologies and systems used by the company, with particular emphasis on Microsoft Operating Systems and software.
• Experience using M365 is a plus.
  
  

Requirements

• Associate's degree or equivalent experience in Information Technology or related field.
• Certification in relevant technologies (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician).
• Strong problem-solving and analytical skills.
• Excellent communication and customer service skills.
• Familiarity with various operating systems, software applications, and hardware components.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• 2+ years of prior phone based IT support experience.
• Strong written and oral communication and customer services skills.
• Familiarity with help desk ticketing software including reviewing, assigning, and handling tickets.
• Experience installing a wide variety of hardware and software.
• Advanced knowledge of Microsoft Windows Operating systems 10/11.
• Knowledge of wired/wireless network connectivity, PC setup, configuration, and maintenance.
• Prior experience with Active Directory maintenance including password resetting and managing group membership.
• Ability to multitask in a fast-paced team environment.
• Willingness to learn new skills to provide effective support for agency technologies.
• Ability to work independently and within a team.
• Strong problem-solving and analytical abilities.
• Attention to detail and ability to manage multiple priorities.
• Willingness to learn and adapt to new technologies and tools.