We are seeking a proactive and technically adept Help Desk Analyst to join our IT support team. In this role, you will be the frontline support for our internal and external customers, addressing technical issues and providing solutions to ensure smooth and efficient operations. If you’re passionate about technology and dedicated to delivering top-notch support, we want to hear from you!
Responsibilities
Technical Support: Provide first-line technical support for hardware, software, and network issues through various channels including phone, email, and chat.
Issue Diagnosis: Diagnose and troubleshoot technical problems and issues, applying a methodical approach to resolve them efficiently.
Incident Management: Track, manage, and escalate incidents according to established protocols, ensuring timely resolution and follow-up.
Documentation: Record and maintain detailed documentation of technical issues, resolutions, and service requests in the ticketing system.
User Training: Assist with training users on new systems, software, and best practices to enhance their productivity and prevent recurring issues.
System Monitoring: Monitor and maintain IT systems and infrastructure to ensure optimal performance and address any potential issues proactively.
Collaboration: Work closely with other IT team members to resolve complex problems and implement system improvements.
Feedback Collection: Gather user feedback and provide insights to the IT team for continuous improvement of support services and IT systems.
Requirements
Education: High School Diploma or equivalent; Associate’s Degree in Information Technology, Computer Science, or a related field is preferred.
Experience: 1-3 years of experience in a help desk or technical support role, with hands-on experience in troubleshooting and resolving technical issues.
Technical Skills: Proficiency in Windows and macOS operating systems, office productivity software, and basic networking concepts.
Problem-Solving: Strong analytical skills with the ability to diagnose and resolve technical problems efficiently.
Communication Skills: Excellent verbal and written communication skills for clear and effective interaction with users and team members.
Customer Service: Demonstrated ability to deliver exceptional customer service and manage user expectations effectively.
Organizational Skills: Ability to manage multiple tasks and prioritize issues in a fast-paced environment.
Skills
Technical Proficiency: Knowledge of common IT issues and solutions, including software troubleshooting, hardware diagnostics, and network connectivity.
Customer-Centric: Strong focus on providing a positive user experience and ensuring high levels of satisfaction.
Detail-Oriented: High attention to detail in documenting issues and solutions accurately.
Adaptability: Ability to adapt to evolving technologies and new processes.
Team Collaboration: Effective teamwork skills for collaborating with other IT professionals and departments.
Benefits
Competitive Salary: Competitive salary based on experience and qualifications.
Health Benefits: Comprehensive health insurance plan, including medical, dental, and vision coverage.
Retirement Plan: 401(k) plan with company matching contributions.
Paid Time Off: Generous vacation days, personal days, and public holidays.
Professional Development: Opportunities for training, certifications, and career advancement.
Work-Life Balance: Flexible work hours and potential remote work options.
Supportive Environment: A collaborative and inclusive work culture with a focus on employee well-being and growth.