Help Desk Support Analyst

The Help Desk Support Analyst provides front-line technical support to users across all company locations. This role is based in Stoughton, Massachusetts, providing in-person support for Fabreeka and remote support for other sites. Occasional travel to other locations may be required.

The analyst is responsible for supporting end-user computing, core business applications, warehouse and engineering systems, collaboration tools, and conference room technology. This role also serves as the primary intake and triage point for IT support requests through the Fresh service help desk system.

Responsibilities not limited to:

End User Support

• Provide Tier 1 / Tier 2 technical support for Windows and Mac laptops and desktop systems.
• Support Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, and related productivity tools.
• Install, configure, and support Epicor ERP for end users, escalating functional or system issues as appropriate.
• Support engineering applications including AutoCAD, SolidWorks, and related engineering software tools.
• Configure and support Android handheld devices used in warehouse operations.
• Support warehouse PC systems, peripherals, and label/production printing environments.
• Install, configure, and troubleshoot network printers and multifunction devices.
• Diagnose and resolve Wi-Fi and connectivity issues for user devices.

Collaboration & Conference Room Technology

• Support Logitech conference room equipment, including cameras, microphones, and room PCs.
• Support Teams-based telephone systems and conference calling solutions.
• Provide on-site support for internal meetings, events, and executive presentations as required.

Mobile Device & Endpoint Management

• Set up, configure, and maintain mobile devices (phones, tablets) in alignment with company standards.
• Assist with device provisioning, replacements, upgrades, and decommissioning.
• Ensure devices are configured according to security and IT policy standards.

Help Desk Operations

• Respond to, document, and triage help desk tickets using Freshservice, ensuring timely resolution and proper escalation.
• Follow established SLAs and prioritize requests based on business impact.
• Maintain accurate ticket notes, resolutions, and asset records.
• Identify recurring issues and assist with continuous improvement of support processes and documentation.

Travel & Site Support

• Provide on-site support at NJ locations as needed.
• Travel to other company sites periodically for deployments, upgrades, or special support needs.