Revolutionizing the funeral industry means blazing new trails, creating new ideas, developing strong relationships, preserving legacies, and compassionately caring for Families. With over 100 locations across the country, Foundation Partners Group is continuing to expand their reach, but we only do this with exceptional team members ready to embrace the future of the funeral industry. Our Team Members are vital to the health of our funeral homes, and we value the insight, ideas, and passion they bring every day to compassionately care for our Families. FPG is transforming the funeral industry one life, one family, and one community at a time. Join us as we revolutionize the funeral industry across the nation. We currently have an opening for an IT Helpdesk Analyst at our Home Office in Winter Park, FL. The IT Analyst will analyze, evaluate and design/redesign business, IT or operational processes using scientific approaches such as Critical Thinking, Lean Management, ITIL, Design Thinking and structured systems analysis and design. This role is responsible for ensuring integrity of the system is maintained despite the speed of changes. The IT Analyst position will define user stories and acceptance criteria, assist with problem solving, root cause analysis, trouble shooting and coaching of junior IT analysts on the team Overview & Responsibilities:
Provides technical support to end-users via telephone, e-mail, and self-service requests
Diagnoses and repairs hardware and software problems; contacts end-users as needed to discuss specific symptoms of equipment failure, and nature of repairs required, and possible solutions to equipment problems
Setups, configures, and tests computer equipment and peripherals
Logs all customer problems and tracks each through to resolution; initiates escalation as appropriate to ensure management awareness of issues that are severe or that are exceeding targets
Contacts vendors for technical support and parts procurement both electronically and by telephone
Assists in the roll-out of software and hardware updates
Performs PC moves, adds, and changes
Performs essential network functions and troubleshooting
Performs computer remedial and preventative maintenance
Maintains accurate and complete records of calls received and updates records as problems are resolved, and users notified
Acquires and maintains current technical knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers
Requirements & Qualifications:
Bachelor’s degree or equivalent experience is preferred
Minimum of 1-3 years of experience working in a help desk environment diagnosing and resolving various computer hardware and software related problems
Individual must possess robust hardware and software knowledge and have proficiency in using and supporting Windows 7/10, Office 365 Suite
Experience diagnosing PC hardware problems, managing users, computers, and group policy in an active directory
Proven technical abilities, attention to detail, strong communication, and a service mindset
Desire to learn new skills and motivation to take on new responsibilities
Willingness to travel to remote sites and provide support as needed
Must have strong documentation skills and be very organized
Ability to travel 25% as needed