Help Desk Support Analyst

M.S. Walker, a fine wine and spirits distributor, is seeking a technician with hands-on experience as a Help Desk Support Analyst. If you are interested in working in a creative and dynamically changing environment where you hold the responsibility as the first point of contact for end user support, this is the ideal career move for you!

As the principal liaison between end users and the information technology department, the Help Desk Support Analyst is responsible for resolving issues, creating informative service tickets, triaging incidents, creating knowledge articles, and participating on technology projects. The position is essential to the overall performance of the IT department and requires exceptional interpersonal skills with the ability to communicate successfully across all levels of the organization.

Responsibilities

• Serve as the first point of contact for end user support.
• Create, resolve, tag, and/or triage help desk requests from end user email, phone, chat, and in-person requests.
• Create, update, and utilize open/closeout scripts.
• Achieve established daily and weekly help desk metrics.
• Resolve computer, smartphone, tablet, printer, peripheral, and systems access related issues.
• Analyze weekly resolved tickets for developing trends and patterns.
• Create and publish knowledge articles so to develop upon the artificial intelligence capability for future learning ‘Did You Know’ campaigns.
• Shadow asset management, network, infrastructure, and security team to build upon knowledge and career development skills.
• Learn the general application landscape in order to triage issues to business or technology teams for problem-solving.
• Periodically visit satellite offices to assess health and maintenance of critical systems.
• Working with IT leadership, recommend learning paths for business applications and technology tools.
• In time, become a subject matter expert for all sales department technology and applications.

Requirements

Knowledge:

• Demonstrates a working knowledge of industry standard help desk processes and procedures.
• Understands cyber security posture and sense of urgency to triage end user risks.
• Demonstrates knowledge of Microsoft desktop tools, including Office365 cloud.
• Knowledge of Active Directory with preference of Office365 cloud experience.
• Demonstrates a general understanding of business-critical infrastructure and networks.
• Understands the importance of learning management in the workforce and how to identify end user learning paths for technology literacy improvement.

Skills:

• Excellent oral and written communication skills.
• Strong team player and demonstrated interpersonal skills.
• Hands-on experience with ZenDesk or equivalent ticketing system.
• Outstanding attention to detail and quality.
• Capable of identifying patterns and trends from help desk ticketing system.
• Enjoys participating as an essential team member of a small and talented technology team.

Abilities:

• Ability to listen to business concerns and quickly identify proper escalation path.
• Ability to work independently or with a team depending on the task.
• Ability to adjust work schedule to achieve help desk metrics.
• Jazzed to learn new concepts and techniques.

Education:

• High school diploma, GED, or equivalent.
• Optional bachelor’s or associate degree.
• In lieu of any education, a minimum of three (3) years of relevant experience is required.
• Industry specific training or certification(s).

Benefits

We offer a Comprehensive Benefits Plan that includes the following:

• Medical & Dental Insurance through Blue Cross Blue Shield
• Vision Coverage through VSP
• Generous Paid-Time-Off Program
• Fidelity Investments 401k
• Disability, Life, Accident & Illness Insurance Packages
• Discounted Fitness Memberships
• Free & Discounted Work/Life Resources
• Career Advancement Opportunities
• On-Demand Professional & Leadership Development Through M.S. Walker University

Who we are:

Founded in Boston in 1933, M.S. Walker is a 5th-generation, family-owned wine and spirits importer and distributor, a spirits bottler, and a national supplier. We serve On-Premise and Off-Premise establishments throughout the Northeast, with direct operations in Massachusetts, New York, New Jersey and Rhode Island and brokerage operations in Maine, New Hampshire and Vermont. We represent a budding portfolio of wine and spirits nationwide, including our own brands, and we strive to offer the most prestigious portfolio in the industry. M.S. Walker has built our foundation and future on our people – our employees are truly our greatest asset. Our company boasts a diverse pool of exceptionally special team members who each bring their unique skills and experience to the organization.

Mission Statement:

Since 1933, our mission has been firmly rooted in our core values of family, integrity, respect, honesty, and hard work. We are deeply committed to upholding these principles for our team members, customers and suppliers alike. We seek to build and maintain long-lasting relationships based on trust and reliability. By honoring our heritage and embracing innovation, we aim to continuously improve and adapt to meet the evolving needs of our industry, while responsibly contributing to the communities we serve. Together, we strive to elevate the spirit of hospitality and foster a vibrant and respectful culture in all facets of the organization and beyond.