IT Support Helpdesk Analyst

Join LaundryLux

Laundrylux is the North American supplier of Electrolux Professional & Wascomat equipment for Laundromats Coin Laundries & On-Premises Laundries. From financing to repairs Laundrylux provides a comprehensive set of services to help with all elements of commercial laundry.

IT Support-Helpdesk Analyst

What we are looking for:

The IT Support / Helpdesk Analyst to provide hands-on technical support to employees improve Helpdesk response and resolution times and help restore trust in the IT ticketing process.

This role will serve as a key frontline IT support resource responsible for managing daily user support requests triaging tickets resolving workstation and hardware issues supporting onboarding and offboarding activities and ensuring tickets are properly documented assigned followed up and closed.

The ideal candidate must be customer-focused organized technically capable and comfortable working in a fast-paced business environment supporting office warehouse sales service finance and operations users. This position is critical to improving IT service delivery reducing ticket backlog strengthening SLA performance and supporting more than 250 users across the organization.

Before we continue to dive into the requirements for the role lets talk about Why you should join LaundryLux

Career Advancement: We offer a career not just a job. We invest in the personal and professional growth of every employee because we believe growth leads to both business impact and personal fulfillment.

Learning and Development: We foster a culture that encourages and promotes professional growth and development with continuous learning

Diversity Initiatives: We are proud to have launched the Womens Initiative focused on building a better workplace for women providing support and recognizing the talented women within our company.

LaundryLux Benefits: We offer a comprehensive benefits package including:

• Health benefits package including medical dental & vision plans

• Life Insurance

• 401(k) with company matching

• Paid Time Off

• Paid Holidays

• Profit Sharing

• Employee Referral Program

• Mentorship Program

• Company Sponsored Training

• Tuition Reimbursement

Back to the role:

What you will do:

• Helpdesk and Ticket Management

  • Monitor the IT Helpdesk queue throughout the day and ensure new tickets are reviewed categorized prioritized and assigned appropriately.

  • Respond to user support requests in a timely and professional manner.

  • Troubleshoot and resolve Level 1 and Level 2 support issues.

• End-User Support

  • Provide onsite support for desktops laptops monitors docking stations printers scanners mobile devices and other user equipment.

  • Troubleshoot Windows operating system issues Microsoft Office applications email network connectivity VPN printing and basic application access problems.

• Hardware Software and Asset Support

  • Configure deploy and support laptops desktops printers scanners phones and related IT equipment.

  • Assist with imaging device setup application installation updates and troubleshooting.

• Employee Onboarding and Offboarding

  • Prepare laptops user accounts email access software and equipment for new hires.

  • Assist with employee offboarding by disabling access collecting equipment and documenting returned assets.

• Microsoft 365 Entra ID and Access Support

  • Assist with basic Microsoft 365 administration including user support for Outlook Teams OneDrive SharePoint and Office applications.

• Warehouse and Operations Support

  • Provide onsite support for warehouse users and devices including scanners printers label printers mobile devices workstations and network connectivity issues.

  • Assist with troubleshooting Wi-Fi and connectivity complaints by collecting basic information and escalating to the infrastructure team when needed.

• ERP and Business Application Support Triage

  • Act as the first point of triage for user-reported ERP or business application issues.

  • Route Epicor BI reporting integration or system enhancement requests to the correct technical resource.

• Documentation and Process Improvement

  • Create and maintain basic knowledge base articles for recurring issues.

What you should have:

• Strong experience supporting Windows laptops and desktops.

• Working knowledge of Microsoft 365 Outlook Teams OneDrive SharePoint and Office applications.

• Experience troubleshooting printers scanners network connectivity VPN and hardware issues.

• Experience using a ticketing/helpdesk system.

• Basic understanding of user accounts permissions MFA and access management.

• Strong documentation and follow-up skills.

• Strong customer service and communication skills.

• Ability to prioritize multiple issues in a fast-paced environment.

• Ability to explain technical issues clearly to non-technical users.

• Strong sense of ownership and accountability.

• Organized and detail oriented.

• Strong problem-solving ability.

• Ability to remain calm under pressure.

• Willingness to learn business systems and operational processes.

Education and Experience:

• BSc in Computer Science or Computer Engineering or related discipline

• 24 years of experience in IT Helpdesk Desktop Support Technical Support or a similar role.

Travel:

• Occasional travel to other US based offices

Physical Requirements:

• This position operates in a professional office environment. The role routinely uses standard office equipment such as computers phones photocopiers and filing cabinets.

• Ability to lift and move standard IT equipment such as monitors desktops printers and laptops as needed.

• The role may require walking between office warehouse and operational areas to support users and equipment.

Our Values:

People Share Responsibility Integrity Excellence Customer Focused Meaningfulness and Fun

If you are looking for your next challenge then this is your chance to join our team of exceptionally talented creative and innovative professionals. We want you!

We are an equal opportunity employer and we are committed to providing reasonable accommodations to individuals with disabilities in all aspects of the employment process. All qualified applicants will receive consideration for employment without regard to age ancestry color family or medical care leave gender identity or expression genetic information marital status medical condition national origin physical or mental disability political affiliation protected veteran status race religion sex (including pregnancy) sexual orientation or any other characteristic protected by applicable laws regulations and ordinances.

Our company participates in E-Verify.