The primary role of the IT Helpdesk Analyst is to provide end-user or remote support for issues with computer hardware and software, mobile devices, printers and basic networking. The candidate will work directly under the IT Director and provide assistance with various IT projects and tasks. The ideal candidate must be effective in interpersonal communication and problem-solving – using a high degree of patience and problem management techniques.


  • Provide helpdesk support for local and remote users
  • Respond to incidents in a prompt and professional manner
  • Install, configure and support various types of hardware including desktops, laptops, monitors, printers, etc
  • Move computer equipment from one desk to another as needed
  • Troubleshoot and resolve/escalate issues with internal business applications


  • Associate’s degree or Bachelor’s degree in a computer technology related program
  • 2+ years of experience supporting end-users, both in person and at remote locations
  • A solid understanding of standard corporate productivity suites – Microsoft Office/Outlook 2010/2013, and mobile device configurations and support
  • A solid understanding of client Windows Operating Systems, specifically Windows 7 – 10
  • Mac OS knowledge a big plus
  • A basic knowledge of Active Directory, with the ability to perform basic user-account administration tasks
  • A basic understanding of client-server networking such as: WiFi, TCP/IP – DNS, WINS, DHCP, FTP, SMTP, etc
  • Must have strong problem-solving and organizational skills
  • Strong verbal, written, telephone and customer service skills
  • The ability to lift items up to 50 pounds which is required in the handling of PC and Server hardware

Please email your resume to:  HR@shaker.com

Equal Opportunity Employer