Help Desk Analyst

Job Summary:

We are seeking a proactive Help Desk Analyst to join our IT team. In this role, you will be the first line of support for employees, ensuring their technical issues are resolved quickly and effectively. The ideal candidate is a person who thrives in dynamic environments, is eager to take on responsibility, and enjoys working collaboratively to provide exceptional support.

Responsibilities:

• Serve as the initial point of contact for all IT-related inquiries via phone, email, or ticketing system, delivering timely and effective solutions.

• Troubleshoot and resolve hardware, software, network, and peripheral issues across laptops, desktops, printers, and mobile devices.

• Manage user accounts, including setting up, modifying, and deactivating accounts, as well as resetting passwords and managing permissions in Active Directory or other systems.

• Assist with onboarding and offboarding tasks, including configuring new equipment and ensuring secure access for employees.

• Document and track all support interactions and resolutions in the ticketing system, ensuring accuracy and follow-through.

• Maintain IT inventory and ensure equipment is properly allocated and tracked.

• Provide end-user training and guidance on software, hardware, and IT policies to empower employees.

• Collaborate with the broader IT team to support projects, such as system upgrades, software rollouts, and process improvements.

• Identify recurring issues and recommend solutions to improve efficiency and user satisfaction.

Requirements:

• Associate degree in Information Technology, Computer Science, or equivalent experience.

• 1-2 years of experience in a help desk or IT support role, with demonstrated ability to manage diverse technical tasks.

• Strong knowledge of Windows and macOS operating systems, Microsoft 365 Suite, and common troubleshooting tools.

• Familiarity with ticketing systems (e.g., Zendesk, ServiceNow, or Jira) and remote support tools.

• Basic understanding of networking concepts such as Wi-Fi, VPN, and IP addressing.

• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.

• Strong interpersonal skills, a collaborative mindset, and a genuine commitment to team success.

• Ability to prioritize tasks, manage time effectively, and thrive in a fast-paced environment.

Preferred Qualifications:

• CompTIA A+, Network+, or ITIL Foundation certification.

• Experience with Active Directory and IT asset management.

• A proactive approach to problem-solving and continuous improvement.