Help Desk Analyst

Job Summary

We are seeking a customer-focused Help Desk Technician to provide technical support to internal users and ensure the smooth operation of IT systems. The ideal candidate will troubleshoot hardware, software, and network issues, respond to support requests in a timely manner, and deliver excellent customer service.

Key Responsibilities

• Provide first-level technical support via phone, email, chat, and ticketing systems.
• Troubleshoot and resolve hardware, software, printer, and network connectivity issues.
• Install, configure, and maintain desktops, laptops, mobile devices, and peripherals.
• Create, update, and track support tickets to ensure timely resolution.
• Manage user accounts, passwords, and permissions in Active Directory and Microsoft 365.
• Escalate complex issues to higher-level IT support teams when necessary.
• Assist with system upgrades, deployments, and onboarding of new employees.
• Maintain accurate documentation of support procedures and resolutions.
• Provide exceptional customer service and communicate effectively with end users.

Qualifications

• Associate's degree in Information Technology, Computer Science, or related field preferred.
• 1+ years of Help Desk, Technical Support, or IT Support experience.
• Experience supporting Microsoft Windows, Microsoft 365, and common business applications.
• Familiarity with Active Directory, ticketing systems, and basic networking concepts.
• Strong troubleshooting, communication, and customer service skills.
• Ability to prioritize multiple tasks and work independently.

Preferred Qualifications

• Experience with Azure, Intune, or cloud-based environments.
• CompTIA A+, Network+, or Microsoft certifications.
• Experience with remote support tools and endpoint management solutions.

Key Skills

• Technical Troubleshooting
• Customer Service
• Microsoft 365
• Active Directory
• Windows OS Support
• Ticket Management
• Network Fundamentals
• Problem Solving
• Communication Skills