Help Desk Analyst I

Position Summary

The Help Desk Analyst is responsible for providing timely, high-quality technical support to Bal Seal employees by troubleshooting hardware, software, and network issues. This role supports end-user technology, manages company-issued devices, assists with employee onboarding and offboarding, and maintains IT documentation and standards. The ideal candidate is customer-focused, organized, and enjoys solving technical problems in a fast-paced manufacturing environment.

About Bal Seal: Bal Seal Engineering delivers advanced sealing, connecting, and contact solutions that serve medical, aerospace, energy, and industrial markets. Our proprietary spring-energized seals and electrical contacts help customers achieve precision, efficiency, and reliability. Employees thrive in a culture that values craftsmanship, technical mastery, and close partnership with customers solving complex challenges.

Essential Duties and Responsibilities

• Troubleshoot hardware, software, network, and end-user technical issues.
• Configure, deploy, and manage company-issued devices, including laptops, iPhones, iPads, and other mobile devices.
• Perform all IT-related onboarding and offboarding activities, including account provisioning, equipment setup, and system access.
• Train employees on the use of company hardware, software, and mobile devices.
• Maintain IT procedures, manuals, knowledge base articles, and other technical documentation.
• Provide prompt, professional, and courteous support while responding to IT service requests.
• Escalate complex technical issues to the appropriate IT resources as needed.
• Perform other related duties and special projects as assigned.

Education

• High School Diploma or equivalent required.
• Associate degree in Information Technology, Computer Science, or a related field preferred.
• CompTIA A+ certification preferred.

Experience

• Minimum of 2 years of experience in PC hardware support and repair.
• Minimum of 2 years of experience supporting Active Directory and Group Policy.
• Minimum of 2 years of customer service experience preferred.
• Experience with ServicePro or a similar ticketing system preferred.

Knowledge, Skills, and Abilities

• Proficiency with Windows 11, macOS, iOS/iPadOS, Microsoft 365, Exchange, SharePoint, Active Directory, Group Policy, Cisco products, and PC hardware troubleshooting and repair.
• Experience managing Windows and Apple devices in a business environment.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent customer service and interpersonal skills.
• Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users.
• Highly organized, self-motivated, and able to prioritize multiple tasks in a fast-paced environment.
• Ability to work independently while collaborating effectively with cross-functional teams.

Physical Requirements

• Frequently required to sit, stand, and walk throughout the workday.
• Frequently required to bend, stoop, squat, reach, and use hands to operate computers and other equipment.
• Ability to lift and/or move up to 25 pounds regularly and up to 35 pounds occasionally.
• Must be able to use a computer, keyboard, and mouse for extended periods.
• May be required to travel throughout the facility to provide on-site technical support.

Work Environment

The work environment is primarily an office setting within a manufacturing facility. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position. The noise level ranges from quiet to moderate; however, hearing protection may be required when entering designated production areas as part of normal job duties.

Benefits: