IT Help Desk Analyst

---

Job description

The Plow Networks team is looking for a skilled IT Help Desk Analyst seeking a career that combines your desire to help people with your knowledge of computer systems. You will be analyzing the performance of IT systems, resolving IT equipment and software issues, and providing IT support to our clients and personnel. Our Help Desk team members are committed to exceeding our client's expectations with every engagement.

About Plow Networks

Plow Networks is a leading IT services provider, connecting businesses to technology since 2012. With deep expertise in network, cloud, and end user support services, we partner with clients to leverage technology in ways that simplify operations and fuel growth.

Plow Networks is built to serve growing mid-sized businesses that want the benefits of technology without the cost and complexity of having to completely build and manage it themselves. Plow Networks handles this critical set of IT services for clients, so they can focus on what they do best - their core business.

Schedule

There are two open positions:

• M-F 6 AM - 2 PM CST
• M-F 12 PM - 8 PM CST

Key Roles & Responsibilities

• Provide response and triage of incoming calls, alerts, and emails for our clients.

• Act as the first line of defense for our client's end-users.

• Monitor different ticket queues, prioritize incidents/tickets, and handle them according to our defined ticket handling procedures until resolution.

• Update and create documentation for one-off or regular procedures.

• Remoting into end-users machines to directly resolve issues.

• Provisioning Windows, MacBooks, iMacs, iPads, etc. in our configuration center for end-users.

Key Traits

• Adapt to new challenges quickly to complete objectives while managing multiple and/or conflicting priorities.

• Maintain a professional, calm, can-do attitude under high-stress environments.

• Interact with end-users effectively and professionally.

• Be a team player and build/maintain strong relationships with colleagues.

• Be a self-starter and have the initiative to learn.

• Ability to work, prioritize and make decisions independently in a fast-paced production environment.

Requirements

• 1+ years of experience supporting Windows and Macintosh operating systems

• 1+ years of experience in customer service

• 1+ years of experience with supporting Microsoft products and services

• High school or equivalent diploma

• Excellent written and verbal communication skills

Preferred Qualifications

• A+, Network +, or other IT industry-standard certifications

• Experience with remote device management (e.g., RMM, MDM, etc.)

• Microsoft Certified Professional (MCP)

• Practical experience and knowledge of the ITIL framework

We do bide by our core values. They're how we hire the right people. How we frame feedback to employees. How we make decisions. How we hold ourselves accountable.

Because we are committed to their authenticity, these values may not appeal to everyone. And that's ok. But if they resonate with you, you'd be a good fit for our team.

• We are winners

• We are open-minded

• We are grateful

• We keep things in perspective

• We are transparent

• We have work-life harmony

• We are a family

• We give back

Job Type: Full-time

Pay: $36,000.00 - $45,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Education:

• High school or equivalent (Required)

Experience:

• Help desk: 1 year (Required)
• Windows: 1 year (Preferred)
• Mac OS: 1 year (Preferred)

Work Location: One location