Help Desk Analyst I

Cincinnati, OH
Full Time
Entry Level
Title: Help Desk Analyst I
Location: Cincinnati, OH
Division: Enerfab Shared Services
Reports To: IT Operations Manager

Company Summary:
Enerfab has over 120 years of experience, offering fabrication and construction capabilities to a wide variety of customers for the chemical, food & beverage, oil & gas, heavy industrial and power industries. Founded in 1901, our company began making sealants and lacquers — including a patented formula for brewer’s pitch — for beer tanks and vessels. Over the last century, our expanded capabilities, project experience, safety record, and commitment to quality have made Enerfab one of the industry leaders in shop fabrication, field erection and construction and maintenance services.

The Help Desk Analyst I will play a vital role in providing technical support, troubleshooting IT issues, and assisting end-users with technology-related inquiries.

Key Responsibilities:

1. User Support:
  • Serve as the first point of contact for IT-related inquiries, issues, and service requests from employees.
  • Provide timely and effective technical support via phone, email, or in-person.

2. Technical Troubleshooting:
  • Diagnose and resolve hardware and software problems, including desktops, laptops, printers, and mobile devices.
  • Document and track incidents, issues, and solutions in the help desk ticketing system.

3. Software Support:
  • Assist users with software installations, updates, and troubleshooting.
  • Provide guidance on software usage and best practices.

4. Hardware Maintenance:
  • Perform basic hardware maintenance tasks, such as setting up workstations, configuring devices, and conducting equipment inventory checks.
  • Coordinate with vendors for equipment repairs or replacements.

5. Password Resets and Access Control:
  • Manage user accounts, passwords, and access permissions according to company policies.
  • Assist with password resets and access requests.

6. Training and Documentation:
  • Develop and maintain user guides, FAQs, and knowledge base articles.
  • Conduct training sessions or provide instructions to end-users on IT tools and applications.

7. Escalation and Collaboration:
  • Escalate complex issues to higher-level IT support teams as needed.
  • Collaborate with IT colleagues to resolve technical challenges and improve IT processes.

8. IT Security Awareness:
  • Promote IT security awareness among employees by adhering to security policies and protocols.
  • Report security incidents and vulnerabilities to the IT security team.
Qualifications:
  • High school diploma or equivalent (Associate degree or relevant certifications are a plus).
  • 1-2 years of experience in IT support, help desk, or a related technical role.
  • Basic knowledge of Windows and Microsoft Office Suite.
  • Strong problem-solving and analytical skills.
  • Excellent communication and customer service skills.
  • Ability to work independently and as part of a team.
  • Familiarity with IT service management (ITSM) tools is beneficial.

Enerfab is an equal opportunity employer. We encourage applications from candidates of all backgrounds and experiences.
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