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Helpdesk Analyst in Warren, OH at AVI FOODSYSTEMS, INC.

Date Posted: 6/28/2018

Job Snapshot

Job Description

  • Support 350 local users and 1,700 remote users
  • Track all issues, troubleshooting steps, and solutions in real time using the helpdesk ticketing system
  • Maintain accurate inventory of technology assets including hardware, software, and licensing
  • Independently review user manuals and identify solutions to complex issues
  • Prioritize, diagnose, and resolve issues pertaining to computers, printers, peripherals, and phone equipment
  • Support Windows, Microsoft Office, Active Directory, and other commercial and proprietary software
  • Support networked multifunction units to include printing, scanning, and faxing
  • Work through vendor support including: Dell, HP, Xerox, Microsoft, Juniper and several specialty software companies
  • Support point of sale (POS) systems
  • Follow up on closed tickets to verify satisfactory resolution
  • Participate in structured cabling/wiring as required
  • Setup and/or assist with technology for presentations
  • Endeavor to resolve issues on first call without escalation
  • Escalate appropriately to specialty IT groups
  • Install and upgrade software on end user computer


Job Requirements

  • Experience in hardware, software, and network troubleshooting, or equivalent training and/or education
  • Customer service training and/or experience
  • Ability to handle interactions with diplomacy and tact
  • Ability to gauge the user's technical ability and communicate in appropriate technical or non-technical language
  • Minimum of 1 years’ experience in an IT support organization or equivalent education with Information Technology focus
  • Excellent interpersonal skills
  • Strong verbal and written skills in order to provide effective phone, desk-side, and email support
  • Self-motivated to learn and support new and fast-changing technologies on multiple platforms
  • Ability to travel up to 15% of scheduled hours, which may include overnight stays



AVI offers:

  • A family culture and atmosphere
  • Competitive compensation
  • Health, dental, vision, and life insurance for full-time team members
  • 401(k) with generous company match
  • Paid vacations and holidays
  • Immense training and growth opportunities

We conduct pre-employment drug testing. EOE