Help Desk Analyst

Unified Door & Hardware Group (UDHG), a Foundation Building Materials company, is a premier distributor and solutions provider for the commercial door and hardware industry across North America. With a focus on quality, service, and expertise, UDHG partners with contractors, builders, and architects to deliver comprehensive door, frame, and hardware solutions for a wide range of projects. Headquartered in New Jersey, UDHG operates with a strong presence across the United States, supported by a team of dedicated professionals. Our Core Values of Safety, Customer Commitment, Teamwork, Integrity, and Excellence serve as the foundation of our success, driving superior service and trusted partnerships throughout the industry. 

Position Overview

As a Help Desk Analyst, you will support the Unified business organization by analyzing and resolving user computer hardware and software issues. You will respond to user inquiries, assess problems with IT equipment and applications, and provide remediation. Additionally, you will also work closely with other IT department personnel to analyze and resolve issues and assist with IT initiatives and projects.

Help Desk Analysts need to balance creative and technical problem-solving, customer service, and collaboration to ensure that personnel throughout the organization can access and utilize hardware and software resources they need to work

Key Responsibilities

1. Technology Support & Setup

• Apply systems analysis techniques to determine hardware, software, or system malfunctions; test or modify systems based on configuration specifications.
• Provide technical support and deliver solutions for end-user issues.
• Test, install, configure, and support computer hardware, software, and peripheral equipment.
• Configure workstations for new users and hardware upgrades.
• Handle all aspects of new user setup, including accounts, hardware, and onboarding configuration.
• Troubleshoot basic network connectivity issues.
• Assist with onsite support, installations, and user desk relocations.
• Maintain Microsoft Excel macro-based documents and assist with related troubleshooting.
• Assess and remediate cybersecurity alerts.

2. Ticketing, Documentation, & Collaboration 

• Update the service ticketing system with detailed issue descriptions and resolution notes.
• Work with the service desk team to resolve support tickets promptly and meet SLA goals established by the IT Manager.
• Maintain thorough documentation of systems, procedures, and resolutions.
• Collaborate with senior IT personnel to resolve escalated or complex issues.
• Assist IT staff with larger-scale technology projects and deployments.
• Support asset tracking processes and update asset management systems as needed.

3. Customer Relations & Quality Assurance

• Ensure delivery of high-quality products and services to customers.
• Develop and maintain strong relationships with new and existing customers.
• Represent the company professionally in all customer and vendor interactions.

4. Miscellaneous

• Support our values in the stated areas of Safety, Customer Focus, Teamwork, integrity and being a Company of Choice for both employees and customers.
• Other duties as assigned.   

Qualifications

• Proficiency with Windows 10/11 operating systems.
• Fundamental understanding of Windows Server 2012–2022.
• Beginner to intermediate knowledge of network services and networking concepts.
• Experience with Office 365, including SharePoint and Exchange.
• Strong analytical and effective troubleshooting skills.
• Experience with ERP systems is a plus.
• Proficiency with Excel Macros (VBA).
• Intermediate understanding of security best practices.
• Excellent organizational abilities with strong attention to detail and multi-tasking skills.
• Strong written and verbal communication abilities.
• Bachelor’s degree in Information Technology, Computer Science, or equivalent work experience.
• Must be located within a reasonable commute to our Pennsauken, NJ location.
• Highly motivated with the ability to work independently or as part of a team.
• Willingness to work after hours on rare occasions, as needed.

Compensation

The listed pay range reflects the expected base rate for this position; actual compensation may vary based on factors such as experience, qualifications, and cost of living in the assigned market. This is a full-time position with competitive pay and benefits.

• Base: $70,000-$90,000/Annually.
• Bonus: Discretionary.
• Job Type: Full-Time

Benefits

At UDHG, we’re committed to supporting our employees both personally and professionally. We offer a comprehensive and competitive benefits package designed to help you thrive inside and outside of work.  Our excellent package includes:

• Medical
• Dental
• Vision
• HSA/ FSA plans
• Voluntary Life and Accidental Death & Dismemberment (AD&D) Insurance
• Critical illness, Hospital Indemnity, Accident Coverage
• Legal Insurance Plan
• Generous 401(k) plan with company match

Statement

Unified Door & Hardware Group, a Foundation Building Materials company, is an Equal Opportunity Employer and committed to providing equal employment opportunities to all individuals, including those with disabilities. We value diversity and inclusion and are dedicated to creating a workplace where all employees feel respected and empowered. All employment decisions are based on business needs, job requirements, merit, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability status, genetic information, veteran status, or any other characteristic protected by federal, state, or local law. 

In accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws, we provide reasonable accommodations to qualified individuals with disabilities to help them perform the essential functions of their job. If you need assistance or an accommodation during the application process or while employed, please contact Human Resources at Talent@myfbm.com.