We are seeking a skilled and customer-focused Help Desk Analyst to join our IT support team. The Help Desk Analyst will be the first point of contact for all technical assistance and support-related queries, providing timely and effective solutions to end-users both remotely and in-person. The ideal candidate is an excellent communicator, problem-solver, and is passionate about technology and helping others.
Key Responsibilities:
- Serve as the first point of contact for users seeking technical assistance via phone, email, chat, or ticketing system.
- Diagnose and troubleshoot hardware, software, network, and system issues.
- Provide step-by-step technical help, both written and verbal, to clients or staff.
- Escalate unresolved issues to the next level of support personnel when necessary.
- Maintain accurate records of user interactions, problems, and troubleshooting steps in the help desk system.
- Set up and configure new workstations, laptops, phones, and peripherals.
- Assist with account setups, password resets, access permissions, and software installations.
- Follow up with users to ensure their issues have been resolved effectively.
- Maintain and update technical documentation, FAQs, and knowledge base articles.
- Collaborate with other IT team members to improve overall service quality and efficiency.
- Stay current with technology updates and new products that could impact user support.
Requirements:
- Proven experience as a Help Desk Technician, IT Support Technician, or similar role.
- Familiarity with Windows and Mac operating systems, mobile devices, and common software applications (Microsoft 365, VPNs, antivirus tools, etc.).
- Understanding of networking concepts (TCP/IP, DNS, DHCP).
- Ability to diagnose and resolve basic technical issues.
- Excellent communication and interpersonal skills.
- Strong organizational and problem-solving skills.
- Ability to work independently and manage multiple tasks simultaneously.
- A degree in Computer Science, Information Technology, or related field (preferred but not required).
- Certifications like CompTIA A+, ITIL Foundation, or Microsoft Certified are a plus.
Preferred Skills:
- Experience with ticketing systems such as ServiceNow, Zendesk, or Jira.
- Knowledge of Active Directory and Exchange administration.
- Familiarity with remote desktop applications and help desk software.
Working Conditions:
- Standard office environment with occasional after-hours support.
- May require lifting and moving equipment (up to 25 pounds).