Analyst - Tier III Help Desk

Posted Date 4 months ago(2/21/2020 4:23 PM)
Job ID
# of Openings
Job Location(s)
Regular Full-Time


This position provides initial employee support for technical inquiries received via phone, email, and messaging applications. Troubleshoot and resolve technical issues which includes but is not limited to: software and hardware issues on laptops, desktops, tablets, and/or smartphones.


  • Provide advanced technical support via phone calls, email, or in-person for any information technology issues and problems
  • Diagnose and resolve technical problems with Laptops/Desktops, software, printers, mobile devices and Local Area Networks (LAN) and Wide Area Networks (WAN)
  • Ensure all documentation including Help Desk Knowledge articles are updated timely and accurate
  • Modify configurations, utilities, software default settings, etc. for the local workstation
  • Configure and setup new/refurbished laptops/Desktops, mobile devices, and printers. This includes tracking computers
  • Participate on the on-call support rotation to provide IT support after normal office hours
  • Identify and document issues and requirements to resolve business issues




  • Associate degree in business related field (Computer Science, Application Development, or Computer Programming) or equivalent years of experience
  • 5 year or more of experience in Information Technology field
  • Valid Driver's License



  • Bachelor’s degree in business related field (Computer Science, Application Development, or Computer Programming) or equivalent years of experience
  • 7 or more years of experience in Information Technology field


Knowledge, Skills, And Abilities

The requirements listed below are representative of the knowledge, skills, and/or abilities required to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Ability to work weekends and outside the typical hours of 8 a.m. to 5 p.m.
  • Strong multitasking abilities, detail-oriented, and self-motivated
  • Professional demeanor with both internal and external contacts including personal appearance and friendly, courteous treatment of peers and people at all levels inside and outside the organization
  • Knowledge of commonly-used concepts, practices, and procedures within the IT industry
  • Effective computer skills with Microsoft Office (Outlook, Word, Excel, and PowerPoint) and the ability to learn proprietary systems
  • Ability to build and maintain effective customer and professional relationships through strong interpersonal skills with emphasis on relationship-building and consistent demonstration of solid professional judgment
  • Excellent communication skills, including verbal, written, and listening skills



The duties and responsibilities described here are not a comprehensive list, and the scope of the job may change as necessitated by business demands.


MacAllister Machinery Co Inc. is an Equal Opportunity Employer (EEO)


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