Helpdesk Analyst (temp-to-hire)

Arlon Innovations manufactures structural adhesive tapes, flexible insulation laminates and pressure sensitive adhesive tapes optimized for function and form. The company is part of Arlon’s global footprint, recognized as a global leader in graphic films and certified as a Great Place to Work® company.

This temp-to-hire position is responsible for supporting activities relating to end-user computing such as Helpdesk, Service Ticket Management, and Phone System support, while supporting Networks, Windows servers, Email Operations, Active Directory Servers and communications systems. 

Essential Functions
Specify, build, administrate, support and perform all associated duties for the following systems with ease of use for users/business partners, high availability and disaster recoverability as key objectives: 

1. Windows 11 desktops and laptop support
2. Office 365
3. Understanding of Windows 2016/2019 Servers
4. MS Outlook, Email communications and analysis
5. Understanding of Active Directory and Domain Controllers including Group Policy and Software Deployments

• Understanding of MS SQL Servers and connectivity such as ODBC clients, queries, etc.
• PC workstation hardware installation and support, including operating systems.
• Installation and support of printer hardware (laser, inkjet and barcode).
• Applications software installation and support approved for use at Arlon.
• Will supply user assistance regarding the use of applications software that has been installed on the network for company use including:

1. Internet Explorer, Firefox, and Google Chrome Browsers
2. ERP systems support Adaptive, Paylocity, AAS, eDoc, CRM system, printing (label and shipping), FreshDesk Ticketing system.
3. Office 365, Microsoft Office Suite (current and older versions)
4. VPN/SSLVPN support

• Interface with Business Analysts to align software and application standards.
• Strict governance of ITIL standards such as Request, Incident, Change, and Problem management.
• Will exercise reasonable precautions to ensure that only legally obtained and approved software is installed and used on the systems connected to the PC network and perform all duties associated with this function.
• Will provide direct end user support on hardware, software, phone, printers, copiers and faxing systems.
• Support and protect PCs from viruses with the use of the Anti Virus Enterprise system.
• Responsible for leading the ongoing support of the telephony and fax system infrastructure including all components of the telephone infrastructure currently in place, as defined below, and any future additions or replacements such as: 

1. The Avaya telephone systems and call recording system.
2. Call Accounting and Reporting system 
3. All fax systems and devices
4. Will be responsible for the proper maintenance, repair coordination, and authorized adds, moves, changes to the telephone infrastructure.
5. Cell phones set up and configuration to end users.
   
   

• Enter work orders into Helpdesk database system and complete as required, maintaining strict Service Level: 90% of tickets closed within 48 hours.
• Install, support, maintain and assist in the following related duties and tasks:

1. Projectors and associated laptops and equipment
2. Disposal of obsolete hardware
3. Data/phone cable installations
4. Network cabling
5. Network architecture diagrams

Others

• Enforce Cybersecurity and other trainings to end users assigning and managing trainings using training platform.
• Assist with Paylocity time clocks as needed basis.
• Install, configure, diagnose, and provide preventive maintenance of PCs, upgrading software on workstations, laptops.
• Manage mobile phones, configuration devices, troubleshoot issues and ensure access while traveling.
• Ensure availability of IT related supplies/purchasing, materials and equipment to provide best class system support.
• Ensure that tickets are closed according to SLA pre-defined.
  

•   High school diploma. Formal education beyond HS, in Computer Science or related highly preferred.
• Current knowledge of computer networks and communications systems and/or two or more years on job experience with laptops, desktops, printers and network devices on Windows environment.
• Excellent organization and follow-up skills.
• Excellent and effective customer service, communication and interaction skills.
• Strong communication skills in the English language (written, listening, verbal).
• Ability to effectively present information and respond to questions from employees.
• Ability to adjust style and/or approach and effectively work with a diverse user/team community, in varying time zones, with different skill levels/abilities/backgrounds.
• On-site work, as assigned.

EEO Statement

Arlon is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sex, national origin, disability, protected veteran status, or any other protected status in accordance with all applicable laws.