Analyst - Help Desk - IT
Analyst - Help Desk - IT
Posted on :
16-05-2025
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1 Vacancy
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Job Description
JMA makes 5G possible for organizations with the most critical connectivity demands in the world. From its global tech centers JMA is ushering in a new era of connectivity for leading mobile carriers the most iconic stadiums major universities leading healthcare facilities and the busiest transit centers.
5G is more than another G on your phone it is a generational opportunity to change the way the world operates. Join the industrys fastest growing technology company to shape that future today.
The IT Help Desk Engineer will be responsible for providing technical support and ensuring the smooth operation of IT services. This role focuses on troubleshooting resolving enduser issues and managing the provisioning of enduser devices including imaging laptops and deploying software via MDM platforms.
The individual in this position will support and collaborate daily with global colleagues to address technical challenges present metrics and contribute to IT operations. Additionally she/he will utilize diagnostic methods and service desk systems to track prioritize and resolve technical requests efficiently.
The IT Help Desk Engineer will interface with other IT teams (network systems and security) to escalate and resolve more complex issues. They will also collaborate with the IT leadership to establish and maintain system standards and participate in crossfunctional projects to enhance the overall IT infrastructure.
This position requires fluency in Italian and proficiency in English to communicate effectively with international colleagues and stakeholders.
This position may require travel to other Italian offices as required.
Responsibilities:
- Act as the initial contact for JMA users requiring technical support whether via phone email or facetoface interactions.
- Conduct effective troubleshooting by employing diagnostic methods and relevant questioning.
- Assess and identify the most appropriate solutions based on issues and information provided by endusers.
- Guide users stepbystep through the process of resolving their technical problems.
- Work collaboratively with and support other members of the IT teams (network systems or security) to tackle more complex technical issues.
- Utilize a service help desk or ticketing system to track prioritize and manage support requests efficiently.
- Establish document and maintain system standards to ensure consistent performance.
- Provision and configure enduser devices including imaging laptops deploying software and managing mobile devices through MDM platforms.
- Provision and maintain user accounts in Active Directory and other 3rd party systems as assigned.
- Successfully complete assigned tasks and projects within the designated time frame budget and specifications.
Required Skills & Experience:
- 3 years of Information Technology Service Desk or equivalent experience.
- Possession of Microsoft 365 certifications is highly preferred.
- Previous experience in information technology or system administration is desirable.
- Knowledge of PC hardware familiarity with office environments.
- A thorough understanding of networking protocols various platforms and hardware technologies.
- Proficient in Microsoft Office suite and related technologies with a strong capability to learn new software and systems.
- Experience with service/help desk systems for managing troubleshooting and resolving enduser support requests.
- Handson experience with provisioning enduser devices including laptop imaging MDM management and software deployment.
- Familiarity with Active Directory and User provisioning.
- Fluency in Italian and proficiency in English (both written and spoken) to effectively interface with global colleagues and present work/metrics to an international audience.
- Energetic and teamoriented attitude coupled with a willingness to provide support to endusers and an aptitude for continuous learning.
- Excellent attention to detail with the ability to meticulously document adhere to and enforce standards across all IT platforms.
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Learn more about our current opportunities on ourcareer site!
At JMA we dont just accept differences we embrace them. JMA is proud to be an equal opportunity workplace. We do not discriminate based upon race religion color national origin gender (including pregnancy childbirth or related medical conditions) sexual orientation gender identity gender expression age status as a protected veteran status as an individual with a disability or other applicable legally protected characteristic.
Required Experience:
IC
Employment Type
Full-Time
Key Skills
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