Help Desk Analyst

Job Details	This position is only available for W2 Employees. Please note that in order to be a W2 Employee, you must reside in one of the following states: PA, NJ, NH, DE, CO, SD, TX, WY, AK, or FL. About SofterWare SofterWare is a dynamic, established company that builds multiple software-as-a-service (SaaS) products for clients whose dedication to bettering the world brings meaning to the work we do every day. Thousands of nonprofit organizations look to Donor Perfect software to effectively leverage their donor data, launch impactful fundraising campaigns, and grow the community that supports their cause. Life at SofterWare When you join SofterWare, you will: See the positive impact of your work by helping causes you care about Be part of a company culture that values work-life balance and giving back to local organizations together as a team. Work for a company that has been named a Top Workplace in the Philadelphia region 11 times and made the Inc. 5000- list for fastest-growing private companies 8 times in the last decade. Your Role as a Help Desk Analyst: Our Helpdesk is committed to providing the highest level of technical support for our end-user community. Our mission is to maintain and constantly be looking for new ways to improve business productivity. You’ll accomplish this by being the first point of contact for all technical issues in our environment. You will engage with and directly support over 200 users across many groups. You will not only be responsible for troubleshooting/escalating technical issues as they arise, but will be heavily involved in projects to prevent these problems from occurring in the first place. This position calls for someone who is comfortable and accomplished in supporting both Microsoft and Apple systems. This role offers exposure to various technologies, including Google Workspace, Office 2019+, and Windows 10/11, MacOS up to Sequoia, etc. This position also requires creating training materials and periodically presenting to our user community through quarterly Lunch & Learns or monthly all-hands meetings. Key Responsibilities: Tier 1-3 Helpdesk support Providing prompt responses and clear communication for all Help Desk requests Laptop and equipment provisioning through Microsoft Intune and Autopilot. Providing network support services including administering Active Directory, creating and assigning user IDs, maintaining file and directory permissions, and installing and updating software on PCs Training users on the use of the network, email, VPN, and other software, as well as on IT policies and procedures Thoroughly document and log trouble tickets to identify patterns in computer issues Collaborate with senior engineering staff to quickly resolve issues and avoid recurrence. Proactively identifying and resolving problems, researching answers, and providing resources to other IT staff and users Administering system-wide anti-virus and anti-malware software Conduct IT technology training during the onboarding process of new employees Assisting with annual onsite all-hands and conference meetings. Conducting break/fix breakouts and fielding onsite support. Key Requirements: Computer Skills – strong knowledge of operating systems, networks, firewalls, routers, etc. Must be familiar with installation, upgrades and common technical issues that can arise with these technologies. Communication – must be able to communicate clearly via telephone, in-person, email and chat. You must display strong listening skills to fully understand the customers issues and needs. Organizational Skills – High level of attention to details – documentation in tickets that aid in tracking issues and identifying trends to better support our organization. The ability to prioritize support and project work. Customer Service – must show patience, understanding, and empathy with users at all times to ensure our users are taken care of in a timely and respectable manner. Troubleshooting/Analytical – Ability to quickly and efficiently identify problems by scrutinizing every detail and begin taking required steps to remediate issues. Education and Experience: BS in Information Technology or equivalent work experience (3 years +)CompTIA A+ Certification (desired)ITSM – IT Service Management background (desired)Equal Employment Opportunity Statement SofterWare is an equal employment opportunity employer. Employment decisions are based on merit and business needs, and not on race, color, citizenship status, national origin, ancestry, gender, sexual orientation, age, religion, creed, physical or mental disability, marital status, veteran status, political affiliation, or any other factor protected by law. SofterWare complies with the law regarding reasonable accommodation for handicapped and disabled employees.

Job Details

This position is only available for W2 Employees. Please note that in order to be a W2 Employee, you must reside in one of the following states: PA, NJ, NH, DE, CO, SD, TX, WY, AK, or FL. About SofterWare SofterWare is a dynamic, established company that builds multiple software-as-a-service (SaaS) products for clients whose dedication to bettering the world brings meaning to the work we do every day. Thousands of nonprofit organizations look to Donor Perfect software to effectively leverage their donor data, launch impactful fundraising campaigns, and grow the community that supports their cause. Life at SofterWare When you join SofterWare, you will: See the positive impact of your work by helping causes you care about Be part of a company culture that values work-life balance and giving back to local organizations together as a team. Work for a company that has been named a Top Workplace in the Philadelphia region 11 times and made the Inc. 5000- list for fastest-growing private companies 8 times in the last decade.

Your Role as a Help Desk Analyst: Our Helpdesk is committed to providing the highest level of technical support for our end-user community. Our mission is to maintain and constantly be looking for new ways to improve business productivity. You’ll accomplish this by being the first point of contact for all technical issues in our environment.
You will engage with and directly support over 200 users across many groups. You will not only be responsible for troubleshooting/escalating technical issues as they arise, but will be heavily involved in projects to prevent these problems from occurring in the first place. This position calls for someone who is comfortable and accomplished in supporting both Microsoft and Apple systems. This role offers exposure to various technologies, including Google Workspace, Office 2019+, and Windows 10/11, MacOS up to Sequoia, etc. This position also requires creating training materials and periodically presenting to our user community through quarterly Lunch & Learns or monthly all-hands meetings.

Key Responsibilities: Tier 1-3 Helpdesk support Providing prompt responses and clear communication for all Help Desk requests Laptop and equipment provisioning through Microsoft Intune and Autopilot. Providing network support services including administering Active Directory, creating and assigning user IDs, maintaining file and directory permissions, and installing and updating software on PCs Training users on the use of the network, email, VPN, and other software, as well as on IT policies and procedures Thoroughly document and log trouble tickets to identify patterns in computer issues Collaborate with senior engineering staff to quickly resolve issues and avoid recurrence. Proactively identifying and resolving problems, researching answers, and providing resources to other IT staff and users Administering system-wide anti-virus and anti-malware software Conduct IT technology training during the onboarding process of new employees Assisting with annual onsite all-hands and conference meetings. Conducting break/fix breakouts and fielding onsite support.

Key Requirements: Computer Skills – strong knowledge of operating systems, networks, firewalls, routers, etc. Must be familiar with installation, upgrades and common technical issues that can arise with these technologies. Communication – must be able to communicate clearly via telephone, in-person, email and chat. You must display strong listening skills to fully understand the customers issues and needs. Organizational Skills – High level of attention to details – documentation in tickets that aid in tracking issues and identifying trends to better support our organization. The ability to prioritize support and project work. Customer Service – must show patience, understanding, and empathy with users at all times to ensure our users are taken care of in a timely and respectable manner. Troubleshooting/Analytical – Ability to quickly and efficiently identify problems by scrutinizing every detail and begin taking required steps to remediate issues. Education and Experience: BS in Information Technology or equivalent work experience (3 years +)CompTIA A+ Certification (desired)ITSM – IT Service Management background (desired)Equal Employment Opportunity Statement SofterWare is an equal employment opportunity employer. Employment decisions are based on merit and business needs, and not on race, color, citizenship status, national origin, ancestry, gender, sexual orientation, age, religion, creed, physical or mental disability, marital status, veteran status, political affiliation, or any other factor protected by law. SofterWare complies with the law regarding reasonable accommodation for handicapped and disabled employees.

APPLY HERE!