Help Desk Support Analyst / Technical Support Analyst

Laufer Group International Ltd
 New York, NY

Company:

Laufer Group International is a Freight Forwarder and Brokerage. 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.

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 is built different, offering fresh, new thinking for better results.

Job Summary:

This position is for a Helpdesk Support (Analyst) with some networking experience and knowledge for the complete support of logistics related projects at Laufer Group International. The role will be for technical desktop support staff, involved in daily troubleshooting of technology issues and interacting with the user community as well as other team members within the organization. Administration of various enterprise systems, including org-level management of Microsoft Office365 implementation, will be required.

Responsibilities:

  • Provide tech support to Windows users and resolve issues in a timely matter, as well as manage relationships, and act as an escalation point to ensure SLAs are met, with 3rd Party MSP vendor(s).
  • Monitor desktops for any hardware and/or software failures and work to resolve those failures.
  • Will be responsible for Software Asset Management (SAM) of licenses for Microsoft software subscriptions as well as other SaaS licenses used by the company.
  • Responsible for Hardware Asset Management (HAM) of all device inventories, i.e. desktop, laptop, monitor, etc.
  • Maintain, analyze, troubleshoot, and repair computer systems, hardware, and computer peripherals, including mobile devices.
  • Create and maintain user accounts, including granting permissions and various access rights, in various systems.

Qualifications:

  • Ability to troubleshoot hardware and software
  • Experience with Windows OS, Windows Server and Office365 Admin Center required
  • Previous Office365 Admin Center experience strongly preferred
  • Knowledge of Microsoft O365 suite (Word, Excel, PowerPoint, Access, Outlook, Teams, SharePoint)
  • Field incoming help requests and document user information and nature of problem or issue
  • Resolve request 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.
  • Researches, analyzes and provides hardware/software quotations, ordering information and other purchasing information to users to assist in ordering needed equipment.
  • Good organizational, problem-solving, and interpersonal skills.
  • Ability to install, remove or repair basic computer systems.
  • Communicate application problems and issues to management, development teams and end users
  • Willing to lift and move printers, workstations etc. weighing up to 45lbs/20kg
  • Bachelors degree in computer science, or equivalent experience or qualification
  • 2 to 3 years of engineering experience in supporting end users
  • Provide tech support for Windows users and related hardware/software and resolve issues
  • Hands on troubleshooting experience with Microsoft office 365
  • Hands on with Antivirus tools such as Webroot, Bitdefender, and Kaseya IT management tools
  • Help maintain hardware/software inventories
  • Document, maintain, upgrade, replace hardware and software for desktop and peripheral equipment
  • Great communication skills, including active listening and comprehending of 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, 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!!!)
  • Commuter Benefits for employees travelling to and from the NYC office

*Note: For this position US citizens only. No sponsorship of any type.

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