Help Desk Analyst

Job Description:

As a Help Desk Analyst you will play a crucial role in providing technical support and assistance to our internal users. You will be responsible for resolving IT issues promptly and ensuring smooth operations across our organization. This position requires strong troubleshooting skills a customercentric approach and the ability to thrive in a fastpaced environment.

Key Responsibilities:

• Provide firstlevel technical support to endusers via phone email or inperson.
• Troubleshoot and resolve hardware and software issues related to desktops laptops printers and mobile devices.
• Install configure and maintain computer systems and applications.
• Collaborate with team members to escalate complex issues as needed.
• Document all support interactions and solutions in the ticketing system.
• Ensure timely resolution of IT support requests while maintaining a high level of customer satisfaction.
• Assist with user account management password resets and access permissions.
• Conduct system testing and provide feedback to IT teams for continuous improvement.
• Participate in IT projects and initiatives as assigned.
• Adhere to IT policies procedures and best practices.

Qualifications:

• High school diploma or equivalent; Associates or Bachelors degree in Computer Science Information Technology or related field preferred.
• 2 years of experience in a help desk or technical support role.
• Strong knowledge of Windows and Mac operating systems.
• Proficiency in Microsoft Office Suite and other common desktop applications.
• Basic understanding of network protocols and troubleshooting connectivity issues.
• Excellent communication and interpersonal skills.
• Ability to prioritize and manage multiple tasks in a dynamic environment.
• Customeroriented mindset with a passion for delivering exceptional service.
• Industry certifications such as CompTIA A Network or Microsoft Certified Professional (MCP) are a plus.

Remote Work :

No