Job Description

The Support/Help Desk Analyst will focus on providing support to users in all areas of the company. Expected to maintain technical support service levels at or above company standards and bring ideas to better our processes. The position will also involve technical aspects including but not limited to mobile support, telecom support, mobile device support, and heavy interaction with end users. Technical responsibilities could include all aspects of technical support where needed. The essential functions of the position are:

• Provides support for company on variety of platforms including Windows, Office, laptops, desktops, tablets, IP phones, and miscellaneous hardware and software.
• Manages time and priorities for own tasks.
• Makes recommendations to management or potential savings and improvements.
• Develops process improvements to better serve the employees.
• Works with business entities when necessary to gather requirements for projects.
• Recommends changes that will improve department.
• Works with business team to implement process improvement.
• Knowledgeable in many different areas, able to troubleshoot and generate solutions even if outside normal situations. Must have ability to adapt to new situations.
• Conducts surveys to determine user needs.
• Candidate must work well within a team where all members contribute to and support one another

Please note: This is not a remote support position, candidate is expected to work from our Headquarters in Irving, Texas

Education:
Bachelor's degree (B. A.) from four-year college or university; or three to five years related experience and/or training; or equivalent combination of education and experience.

Computer Skills:
To perform this job successfully, an individual should have knowledge of Internet software; MS Office (Word, Excel and Outlook), mobile devices, PC hardware support and Windows XP, 7 and 8/10 operating systems. Must be able to support users remotely using the supplied tools. Also experience with problem solving.

Candidate must have experience in the following technical areas:

• Active Directory
• Windows Event Viewer
• Remote Desktop Protocol
• Microsoft Updates
• All computer hardware including monitors, add-on cards, docking stations, cabling, and all other peripherals
• Wired and Wireless networks
• Bluetooth
• Hardware installation and device driver management
• Printer Management
• Basic knowledge of Layer 1 network troubleshooting
• iOS and Android mobile device support
• DHCP, DNS, and other standard network protocols

PrimeSource Building Products, Inc . is an Equal Opportunity Employer . PrimeSource Building Products, Inc. is fully committed to equal employment opportunity (EEO) and maintaining a workplace free of discrimination and harassment based on race, gender, religion, age, color, national origin, disability, sexual orientation, genetic information and other non-merit factors. All persons shall be afforded equal employment opportunity at PrimeSource Building Products, Inc.

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