Help Desk Support Analyst

Description

The Help Desk Support Analyst provides front-line technical support to users across all company locations. This role is based in Bloomingdale, New Jersey, providing in-person support for NJ locations and remote support for all other sites. Occasional travel to other locations may be required.

The analyst is responsible for supporting end-user computing, core business applications, warehouse and engineering systems, collaboration tools, and conference room technology. This role also serves as the primary intake and triage point for IT support requests through the Freshservice help desk system.

Primary Responsibilities

End User Support

• Provide Tier 1 / Tier 2 technical support for Windows and Mac laptops and desktop systems.
• Support Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, and related productivity tools.
• Install, configure, and support Epicor ERP for end users, escalating functional or system issues as appropriate.
• Support engineering applications including AutoCAD, SolidWorks, and related engineering software tools.
• Configure and support Android handheld devices used in warehouse operations.
• Support warehouse PC systems, peripherals, and label/production printing environments.
• Install, configure, and troubleshoot network printers and multifunction devices.
• Diagnose and resolve Wi-Fi and connectivity issues for user devices.

Collaboration & Conference Room Technology

• Support Logitech conference room equipment, including cameras, microphones, and room PCs.
• Support Teams-based telephone systems and conference calling solutions.
• Provide on-site support for internal meetings, events, and executive presentations as required.

Mobile Device & Endpoint Management

• Set up, configure, and maintain mobile devices (phones, tablets) in alignment with company standards.
• Assist with device provisioning, replacements, upgrades, and decommissioning.
• Ensure devices are configured according to security and IT policy standards.

Help Desk Operations

• Respond to, document, and triage help desk tickets using Freshservice, ensuring timely resolution and proper escalation.
• Follow established SLAs and prioritize requests based on business impact.
• Maintain accurate ticket notes, resolutions, and asset records.
• Identify recurring issues and assist with continuous improvement of support processes and documentation.

Travel & Site Support

• Provide on-site support at NJ locations as needed.
• Travel to other company sites periodically for deployments, upgrades, or special support needs.

Requirements

Required Skills & Qualifications

• 2+ years of experience in a Help Desk, Desktop Support, or IT Support role.
• Strong working knowledge of:
  • Windows and macOS operating systems
  • Microsoft 365 applications
  • Desktop and laptop hardware troubleshooting
• Experience supporting enterprise applications and peripherals.
• Familiarity with help desk ticketing systems (Freshservice experience preferred).
• Strong customer service mindset with excellent verbal and written communication skills.
• Ability to troubleshoot issues methodically and document solutions clearly.
• Ability to work independently while collaborating effectively with the broader IT team.

Preferred Skills & Experience

• Experience supporting Epicor ERP or similar manufacturing ERP systems.
• Experience with AutoCAD, SolidWorks, or engineering software environments.
• Experience supporting warehouse systems and handheld/mobile devices.
• Knowledge of conferencing and AV systems (especially Logitech-based solutions).
• Basic networking knowledge (Wi-Fi, DHCP, VPN concepts).
• Prior experience supporting multi-site organizations.

Physical & Work Requirements

• Ability to lift and move IT equipment (up to 40 lbs) as needed.
• Ability to work on-site in Bloomingdale, NJ.
• Ability to travel occasionally to other company locations.