Help Desk Support Analyst

Kansas City, MO
Full Time
Entry Level
Company  
Headquartered in New York with another 7 offices in the United States and dedicated partners strategically located throughout the world, Laufer Group International has the expertise, resources, and market knowledge to provide customers with true global logistics solutions. Laufer has an established logistics and service solution that provides customers with improved shipping flexibility, enhanced operational control, and exceptional customer service. Each customer has access to a customized logistics platform providing air freight and ocean services, logistics, customs brokerage, and purchase order and export management.

Laufer is a different type of logistics company. We strive to make our industry more progressive. We challenge conventional ways of doing business by developing innovative and customized supply chain solutions. We help our customers​ break away from yesterday's business model to succeed in today's world.

Position Summary:
This position is for an IT Help Desk Support Analyst with some networking knowledge for the support of desktops and laptops at Laufer Group International. They will be functioning as the technical desktop support specialist that will be involved in the daily support and interacting with the user community as well as other team members within the organization. Knowledge of Microsoft software products and M365 administration is required.

Responsibilities:
  • Deliver timely technical support for Windows users, addressing hardware and software issues; serve as an escalation point when SLAs are not met and coordinate with third-party vendors as needed.
  • Continuously monitor desktop systems for hardware and software failures, ensuring prompt resolution.
  • Oversee Software Asset Management (SAM), including the administration of Microsoft software licenses and preparation of compliance reports for Microsoft audits.
  • Manage and maintain up-to-date hardware and software inventory records.
  • Diagnose, troubleshoot, and repair computer systems, hardware components, peripherals, and select mobile devices.
  • Administer user accounts, including access rights, security settings, and group memberships across systems.

Requirements for Desktop Support Specialist:
  • Ability to troubleshoot PC hardware and software.
  • Experience with Window 10, 11 and M365.
  • Knowledge of Microsoft Office products (Word, Excel, PowerPoint, Access, Outlook, SharePoint).
  • Field incoming help requests and document user information and nature of problem or issue.
  • Resolve requests or escalate problems when required, to the appropriate technical resource.
  • Assists in the design and development of standardized operational management reports in order to identify issues or monitor computers.
  • Research, analyzes and provides hardware/software quotations, ordering information and other purchasing information to users to assist in ordering needed equipment. 
  • Good organizational and problem-solving skills.
  • Communicate application problems and issues to management, development teams and end users.
  • Willing to lift and move printers, workstations etc. weighing up to 35lbs/20kg.

Desired Skills:
  • A college degree is preferred; a Bachelor's in computer science or an equivalent combination of experience and qualifications will be considered.
  • Minimum of 3 years of experience in an IT engineering or end-user support role.
  • Proficient in using Network Operations Center (NOC) tools such as Kaseya for remote user support.
  • Provide technical support for Windows-based systems, including troubleshooting hardware and software issues.
  • Manage user accounts and permissions in Windows Server 2022 Active Directory and Microsoft 365 environments.
  • As part of the Windows 11 migration project, responsibilities will include documenting, maintaining, upgrading, and replacing hardware and software systems related to desktop and peripheral equipment
  • Great communication skills, including active listening and comprehending system requirements.

Benefits:
  • Medical, Dental, and Vision Benefits with company cost-sharing.
  • Health Savings Account medical benefit option with a company contribution to the health savings account.
  • No cost Medical Bridge Program to assist with costs that may be attributable to the plan deductible.
  • Medical and Dependent Care Flexible Spending Accounts.
  • No cost Short-term disability, Long-term disability, Long-term disability, Life, and AD&D insurance.
  • 401(k) Retirement Plan with a generous company match.
  • Paid Time Off (over 4 weeks of PTO by year 5 with Laufer).
  • No cost Employee Assistance Plan to assist with emotional well-being, family and relationships, legal and financial matters, and more.
  • Employee Recognition Program.
  • Giveback Program – each employee is given $500/year to donate to a charity (Laufer has donated over $1 million!!!).

Salary Range: $45,000 - $60,000 (Depending on experience)

INDHP
 

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