Help Desk Analyst

Overview

• Provide Tier I support for IT issues, assisting users with troubleshooting and resolving common technical problems.
• Collaborate within a dynamic team environment to ensure efficient IT operations and user satisfaction.
• Contribute to the creation and maintenance of documentation for IT processes and user guides.
• Handle onboarding processes for new users, ensuring proper setup and access.
• Utilize your technical expertise to support Windows, iOS, and Android devices.
• Work with Active Directory for user account management and troubleshooting.
• Assist in maintaining network and security principles within the organization.
• Ensure adherence to standard IT procedures, escalating issues as necessary.

Key Responsibilities & Duties

• Troubleshoot and resolve user issues, including login problems, software installations, and hardware setup.
• Create and escalate tickets to Tier II support when necessary.
• Document IT processes and user instructions to streamline operations.
• Collect user requests and data to improve IT service delivery.
• Follow established procedures for onboarding new users and managing IT resources.
• Support Office 365 applications and troubleshoot related issues.
• Diagnose and repair basic hardware and software problems.
• Communicate effectively with users to explain technical concepts in an understandable manner.

Job Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
• Minimum of 2 years of IT and desktop support experience.
• Proficiency in Office 365 and supporting Windows, iOS, and Android devices.
• Working knowledge of Active Directory and standard IT procedures.
• Ability to troubleshoot, diagnose, and repair basic hardware and software issues.
• Strong verbal and written communication skills for technical and non-technical audiences.
• Basic understanding of networking and security principles.
• Team-oriented mindset with the ability to work independently when required.