Job Description:
The IT Help Desk Analyst is the primary contact for resolving IT-related issues in a fast-paced environment. They provide prompt and professional support for PC hardware and software problems, serving both first and second level support roles. This position requires multitasking abilities and a commitment to delivering efficient solutions to users' technical challenges.
The HELP DESK ANALYST essential duties and responsibilities include as follows - other and/or additional duties may be assigned:
- Install applications on new computers and set up workstations with necessary hardware for staff members.
- Ensure all peripheral devices for workstations are connected and tested for proper functionality.
- Respond to technical assistance requests via in-person interactions, phone calls, and remote support methods.
- Independently troubleshoot and resolve hardware, software, and network-related technical issues with minimal supervision.
- Coordinate Help Desk activities with the LOI team and escalate complex issues to higher-level technical support personnel when necessary.
- Perform Windows Active Directory user maintenance tasks.
- Utilize available information resources to research and address user inquiries.
- Communicate promptly and respectfully with customers, adhering to standard help desk procedures.
- Document all help desk interactions comprehensively using the ticketing system.
- Conduct follow-up procedures as needed to ensure timely closure of support tickets.
- Document processes and resolutions for future reference and improvement.
- Provide after-hours technical support on an as-needed basis.
- Stay up-to-date with system information, changes, and updates to maintain proficiency.
- Demonstrate flexibility in working hours to accommodate business and customer needs.
- Communicate critical issues and potential customer dissatisfaction to the IT supervisor promptly.
- Perform any other duties as directed by the IT Manager or designated representative.
QUALIFICATION REQUIREMENTS:
- Demonstrated expertise in delivering end-user support for laptops, desktops, applications, and telecommunications, including proficiency with Windows Operating System and Microsoft Office suite software, along with some experience with MAC systems.
- Proven track record in installing, upgrading, troubleshooting, and repairing networked computers.
- Strong interpersonal, verbal, and written communication skills.
- Ability to follow directions effectively and communicate efficiently with team members.
- Experience in troubleshooting technical issues, with the ability to identify root causes and implement methodical resolutions.
PREFERRED QUALIFICATIONS :
- Certification in Microsoft or network solutions preferred.
- Experience with Microsoft Active Directory user maintenance.
- Experience with Windows Operating Systems.
- Experience with Dell PC and HP PC and Laptop hardware.
- Experience with Wireless Networks and Mobile Solutions.
- Skilled in Active Directory.
- Advanced skill set in Microsoft Outlook.
- Some Technical Document Writing.
PHYSICAL REQUIREMENTS:
- Lift up to 60 lbs.
- Work in a fast-paced environment.
- While performing the duties of this job, the employee is frequently required to stand, walk and sit.
Hours: 8:00-5:00
Salary: $18 - $27 per hour
Location: In-Office Position
Job Type: Full-time
Pay: $18.00 - $27.00 per hour
Expected hours: 8 per week
Compensation package:
Experience level:
Schedule:
Application Question(s):
- Are you currently employed?
- What are your salary requirements?
Experience:
Language:
- English Professionally (not casually) (Required)
Work Location: In person