Help Desk Analyst

About Us:

We are seeking a Help Desk Analyst to join our IT team. This role is crucial in delivering topnotch technical support ensuring that our users have the tools and assistance they need to work efficiently and effectively.

Key Responsibilities:

• Technical Support: Provide firstlevel technical support to endusers via phone email or inperson resolving issues related to hardware software and network connectivity.
• Incident Management: Log prioritize and track incidents and service requests in the ticketing system ensuring timely resolution and effective communication with users.
• Troubleshooting: Diagnose and resolve technical issues related to operating systems applications printers and other IT equipment escalating complex problems to higherlevel support when necessary.
• User Assistance: Assist users with password resets account unlocks and access permissions ensuring security protocols are followed.
• System Configuration: Install configure and update software and hardware components ensuring systems are optimized and secure.
• Documentation: Maintain accurate and uptodate documentation of issues solutions and IT procedures contributing to the knowledge base for future reference.
• Training: Provide basic IT training and guidance to endusers helping them to effectively use IT resources and tools.
• Continuous Improvement: Identify recurring issues and suggest improvements to reduce future incidents and enhance the overall user experience.
• Collaboration: Work closely with other IT team members to ensure seamless operations and support for all users.

Qualifications:

• Education: Associates or Bachelors degree in Information Technology Computer Science or a related field or equivalent work experience.
• Experience: 2 years of experience in a help desk or technical support role preferably in an IT environment.
• Technical Skills: Proficiency in Windows and macOS operating systems Microsoft Office Suite and common IT support tools and software.
• ProblemSolving: Strong troubleshooting skills with the ability to diagnose and resolve technical issues quickly and efficiently.
• Customer Service: Excellent customer service skills with a friendly and professional demeanor and the ability to communicate technical information clearly to nontechnical users.
• Communication: Strong verbal and written communication skills with the ability to document technical issues and solutions effectively.
• Time Management: Ability to manage multiple tasks and priorities in a fastpaced environment.

Preferred Qualifications:

• Experience with IT ticketing systems such as ServiceNow JIRA or similar.
• Familiarity with basic network troubleshooting and support.
• Certification such as CompTIA A ITIL Foundation or equivalent.

Remote Work :

No