About York Solutions

With over 25 years of experience, we are a technology consulting firm that uses a non-transactional, value-based approach to provide clients with custom technology and workforce solutions to achieve business, technology, and operational goals. Using a strategic partnership approach with our clients, York Solutions focuses on fostering a long-term, trust-based relationship. 

At York Solutions, we believe technology is about empowering people. Our team is built on collaboration, accountability, integrity, continuous learning, and delivering exceptional service to both our consultants and clients. We are looking for a customer-focused Help Desk Analyst who enjoys solving problems, takes pride in delivering outstanding user experience, and thrives in a fast-paced environment.

Position Summary

The Help Desk Analyst is responsible for preparing, deploying, shipping, receiving, and supporting laptop computers for consultants working with York Solutions' clients. This role combines technical support with logistics and customer service, ensuring every consultant receives a fully configured device and a smooth onboarding experience.

The ideal candidate is organized, detail-oriented, technically proficient, and enjoys helping others succeed.

Key Responsibilities

Device Imaging & Configuration

• Image and configure Windows laptops using standard corporate deployment tools.
• Install approved software, security applications, and client-specific configurations.
• Perform quality assurance testing to ensure devices are deployment-ready.
• Maintain imaging documentation and deployment procedures.
• Troubleshoot imaging and hardware issues.

End User Support

• Assist new hires with initial laptop setup.
• Guide users through logging into their laptops using credentials provided by the client's IT department.
• Troubleshoot login, MFA, VPN, and basic Windows issues.
• Escalate issues requiring client IT involvement while maintaining ownership of the user experience.
• Provide clear, professional communication throughout the onboarding process.

Shipping & Receiving

• Prepare laptops and accessories for shipment.
• Coordinate shipping with carriers to ensure timely delivery.
• Receive returned equipment and inspect for damage.
• Perform asset recovery, data sanitization (when applicable), and reimage returned devices.
• Track shipments and maintain accurate inventory records.

Asset Management

• Maintain accurate inventory of laptops, accessories, and peripherals.
• Update asset management systems with device assignments and returns.
• Monitor inventory levels and notify management of replenishment needs.
• Ensure compliance with client and company asset management policies.

Documentation

• Create and maintain support documentation.
• Record incidents, service requests, and resolutions.
• Contribute to knowledge base articles and process improvements.

• Associate degree in Information Technology or equivalent work experience.
• 3-5 years of Help Desk, Desktop Support, or IT Support experience.
• Experience imaging Windows laptops.
• Knowledge of Windows 11 and Microsoft 365.
• Familiarity with Active Directory, Azure AD (Entra ID), or similar identity platforms.
• Basic networking knowledge.
• Experience using ticketing systems (ServiceNow, Jira, Zendesk, Freshservice, or similar).
• Strong troubleshooting and communication skills.
• Ability to safely lift, carry, and move laptop shipments and related equipment weighing up to 18 kg (40 lbs).

Preferred Qualifications

• Experience supporting enterprise laptop deployments.
• Experience with Microsoft Intune, Autopilot, SCCM/MECM, or similar endpoint management tools.
• Experience with asset management systems.
• CompTIA A+ or similar certification.
• Experience supporting remote users.

Skills & Competencies

• Exceptional customer service mindset.
• Strong attention to detail.
• Excellent verbal and written communication.
• Ability to prioritize multiple tasks.
• Strong organizational skills.
• Problem-solving mentality.
• Dependable and accountable.
• Team-oriented with a collaborative approach.
• Comfortable working independently while knowing when to escalate issues.

What Success Looks Like

• Laptops are deployed accurately and on schedule.
• New users experience smooth onboarding with minimal downtime.
• Asset records remain accurate and current.
• Support tickets are resolved efficiently and professionally.
• Positive feedback from consultants, clients, and internal teams.
• Continuous identification of opportunities to improve processes and documentation.

Why Join York Solutions?

At York Solutions, you'll be part of a team that values:

• People First: We build lasting relationships through trust and respect.
• Service Excellence: We strive to exceed expectations in every interaction.
• Collaboration: We work together to solve problems and support one another.
• Integrity: We do the right thing, even when no one is watching.
• Continuous Improvement: We embrace learning, innovation, and process improvement.
• Accountability: We take ownership of our work and deliver on our commitments.

If you're passionate about technology, enjoy helping people, and want to make a meaningful impact in a collaborative environment, we'd love to hear from you.

To learn more about our company, visit: www.yorksolutions.net 

York Solutions is an Equal Opportunity Employer. We welcome applicants of all backgrounds and abilities and provide reasonable accommodations throughout the application and interview process.