Help Desk Analyst

Help Desk Analyst

Why Work for Audigy?

Everyone who works at Audigy has a direct impact on the company and the people we work with. Our mission is to help our members and their employees achieve their personal, professional, and financial goals through their business. Our passion is helping others realize their potential, and our success is achieved by helping others achieve a higher level of success. 

Culture 
We are looking for someone who is willing — nay, eager — to be an active participant in a professional and people-first culture. As a member of the Help Desk/IT Ops team at Audigy, we’re looking for someone who demonstrates the traits and values we hold in high regard: Be a team player, embrace and overcome adversity, and always have a strategy and a plan. Someone with exceptional dedication to delivering to our clients (members) the best experience and highest-quality work. Someone who fosters and thrives in generous-spirited collaboration and teamwork. On this team — whether we succeed or learn how to do it better next time — we do it together.  

If you have a passion to be part of a team that is changing lives, apply now.

Pay range is $25–$29 per hour, DOE, a $75/monthly cell phone allowance, and includes the following benefits:

• 401(K) w/company match

• Parental/family leave w/transition-back-to-work benefit

• Medical/dental/vision

• Hybrid work environment (work-in-office required a minimum of 2 days per week)

• Daycare Flexible Spending Account

• PTO/paid holidays

• Free gym membership to Cascade Athletic Club

• Education reimbursement

• Hearing instrument benefit

• And more…

POSITION SUMMARY:

Audigy’s IT Services department is a fast-paced, external facing technology services group specializing in providing managed IT services and consulting. We provide network infrastructure management, desktop support, managed security services, cloud hosting, hardware integration, and IT consulting services to business clients all over the US and Canada. Our 80+ members and their users look to us to keep their businesses running reliably and securely. We are seeking highly positive team members who love technology, patiently helping people, and making a difference in the patient experience.

The Help Desk Analyst position performs an array of IT-related duties including providing software and hardware support, remote troubleshooting, and maintenance activities in networked PC environments and ensuring the smooth operation of Audigy’s technology infrastructure and compliance activities.

PERFORMANCE OBJECTIVES:

• Provide software support and technical assistance to Audigy and external customers.

• Respond to user requests for service and determine the nature and extent of support needed. Escalates Tier 2/3 issues to appropriate teammates or engineers on other teams.

• Install, configure, maintain, upgrade, and troubleshoot a wide range of software and hardware.

• Active Directory: grants access to users, creates user groups, manages shared resources, and configures appropriate security levels.

• Respond to problems via website, email, in person, and over the phone.

• Develop job aids for reoccurring tasks performed in software applications that would be beneficial to end users.

• Call software vendors or access online technical support to obtain software updates and hardware replacement parts.

• Train users as needed on basic use of software programs.

• Maintains up-to-date expertise in the operation and application of company standard computer software and hardware.

• On-site support and travel as needed.

CAPABILITIES:

• Enjoy working on a team and can present a positive and helping attitude with diverse types of users and scenarios.

• Must understand installation, configuration, and troubleshooting processes for software and hardware (desktops, laptops, networking equipment).

• Knowledge of how to assemble and disassemble PC components (SATA, PCIe, USB, m.2), including cabling (RG-6, RJ-11, RJ-45, RS-232).

• Hard-working attitude and a dedication to customer success

• A passion for IT – what side projects/new technologies interest you?

• Windows 10/11

• Ability to support and troubleshoot iOS/Mac

• Strong documentation skills and can write accurate but concise technical documentation.

• Active Directory basics like resetting a password, setting up a new user, or assigning security groups

• Good understanding of network troubleshooting and concepts/technology such as SSL/TLS, VPN, DNS, 802.11n/ac/ax, and SMB

EDUCATION & EXPERIENCE:

• Bachelor’s degree in computer science or related field (preferred)

• Previous IT work experience (preferred)

• 1 year of customer service experience (preferred)

• Holding of a valid and current industry certification (A+, Network+, Security+, CCNA, MCSA) (preferred)

• Experience supporting remote customers in a small- to medium-sized business environment (preferred)

• Experience working for a managed IT service provider (preferred)

• Working understanding of HIPAA or has worked in the health care industry (preferred)

• Experience in process improvement, project coordination, or business administration (preferred)

WORKING ENVIRONMENT:

• Hybrid work environment requiring a minimum of two days in offfice with occasional additional days as necessary for meetings and events)

• Full-time position working Monday–Friday, 8am–5pm

PHYSICAL REQUIREMENTS and WORK DEMANDS:

This position will spend long hours sitting and using office equipment and computers, which can cause muscle strain. This position will also have to do some lifting of supplies and materials from time to time.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, hybrid schedule, and activities may change at any time with or without notice.

We encourage you to apply

Even if you don’t match all the above-mentioned skills, we will gladly receive your application if you think you have transferable skills. We highly value a mindset, motivation, and energy, that aligns with our core values, to not only ensure growth for you, but for your team and the wider GN organization as well.

We are committed to an inclusive recruitment process

Audigy welcomes applicants from all backgrounds and applicants will receive equal consideration for employment. Audigy helps its members, and their teams, realize and achieve their personal, professional, and financial goals through the success of the business. We deliver impact for our teams, our members, and their patients through partnership, leadership, and commitment. Audigy is part of GN group, which operates in more than 90 countries across the world. Found in 1869, GN group today has more than 6,000 employees.

View the Pay Transparency Nondiscrimination Provision
E-Verify:

GN participates in E-Verify. View the E-Verify poster here.  View the Right to Work poster here.

Disability Accommodation

If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail [email protected]. This email is provided for the purpose of supporting applicants who have a disability that prevents them from being able to apply online. Only emails received for this purpose will be returned. Emails left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response.

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