Help Desk Analyst

Roles and responsibilities

• Mastering troubleshooting and installing for Mac OS including but not limited to all applications related to Apple environments such as Apple Facetime, Apple ID, Apple network, Apple devices connectivity, etc., and Microsoft Windows client including all applications.
• Excellent knowledge of Network Troubleshooting including but not limited to diagnose network components and elements has ability to discover any network issued and create issues root cause reports.
• Excellent knowledge of printers/scanners/PCs/Laptops Troubleshooting.
• Ability to install/uninstall Hard Disk, RAM, etc.
• Ability to create and check hardware technical reports and specifications for (PCs, laptops, printers & scanners).
• Ability to handle hard disk wiping, including hard disk removal from the device and reinstalling it after wiping.
• Ability to make PC or laptops assessment for hardware, software, and device performance.
• Apply security updates and patches using BigFix to endpoints monthly.
• Understand the configuration and management of Relays and create patching baselines to test in pilot groups for proper change management and rollout to production environments.
• Act as the initial point of contact for all computer and system-related concerns from clients or other employees.
• Identifying hardware and software solutions.
• Troubleshooting technical issues.
• Diagnosing and repairing faults.
• Resolving network issues.
• Installing and configuring hardware and software.
• Speaking to customers to quickly get to the root of their problem.
• Providing timely and accurate customer feedback.
• Talking customers through a series of actions to resolve a problem.
• Following up with clients to ensure the problem is resolved.
• Replacing or repairing the necessary parts.
• Supporting the roll-out of new applications.
• Providing support in the form of procedural documentation.
• Managing multiple cases at one time.
• Testing and evaluating new technologies.
• Conducting electrical safety checks on equipment.

Desired candidate profile

• Degree in computer science or information technology.
• Certification in Microsoft, Linux, or Cisco is advantageous.
• Prior experience in tech support, desktop support, or a similar role.
• Proficiency in Windows/Linux/Mac OS.
• Experience with remote desktop applications and help desk software.
• Attention to detail and good problem-solving skills.
• Excellent interpersonal skills.
• Good written and verbal communication.
• Mastering Troubleshooting for both (MacOS & Windows)
• Good knowledge of network, printers and network printer configuring and Troubleshooting.
• Knowledge of configuring and Troubleshooting Microsoft Outlook.
• Ability to diagnose hardware problems.
• Ability to configure SMTP for network printers and scanners.
• Ability to work in need campaigns such as (installing needed software, checking computer naming conventions as naming guide, joining computers to client domain, etc.).
• Act as the initial point of contact for all computer and system-related concerns from clients or other employees.
• Ability to talk to staff or clients through a series of actions, either face-to-face, remotely or over the phone, to help set up systems or resolve issues.
• Microsoft certificate MCSA is preferred.
• Application experience: Apple OS, iOS, iCloud and Apple ID, Microsoft Office, Microsoft 365, Microsoft System Center Configuration Manager, HCL BigFix (optional).