IT Helpdesk Analyst

IT Help Desk TechnicianLocation: Upper Bay Counseling & Support Services, Inc. (UBCSS)Job Type: Full-TimeSchedule: Monday–Friday | 8-Hour ShiftUpper Bay Counseling & Support Services, Inc. (UBCSS) is seeking a proactive, customer-focused IT Help Desk Technician to join our Information Technology team. This position serves as the first point of contact for staff experiencing technical issues and plays a vital role in keeping our organization running smoothly.If you enjoy troubleshooting technology, helping others, and working in a collaborative environment, we'd love to hear from you!Why Join UBCSS?Monday–Friday schedule with work-life balanceFlexible scheduling optionsOpportunity to grow your IT career in a supportive environmentCollaborative and mission-driven workplaceWork with a variety of technologies and systemsComprehensive benefits package, including:Health insuranceDental insuranceVision insurancePaid Time OffWhat You'll DoTechnical SupportServe as the first point of contact for IT support requests via phone, email, in person, or remote support.Troubleshoot and resolve hardware, software, printer, network, and mobile device issues.Provide exceptional customer service while assisting employees with technical questions and problems.Troubleshooting & Issue ResolutionDiagnose and resolve basic to moderately complex technical issues.Guide users through step-by-step solutions using clear, non-technical language.Escalate advanced technical issues to senior IT staff when appropriate.Ticket & Asset ManagementMonitor and manage the IT ticketing system to ensure timely responses.Prioritize support requests based on urgency and business impact.Document issues, resolutions, and follow-up activities accurately.Maintain hardware and software inventory records.Assist with software licensing, renewals, and vendor coordination.Collaboration & Process ImprovementWork closely with the IT team and other departments to resolve technology issues.Maintain technical documentation, user guides, and knowledge base articles.Assist with employee training on new technologies and software.Recommend improvements to IT support processes and customer service practices.What We're Looking ForRequired QualificationsHigh school diploma or equivalentBasic knowledge of Windows operating systems, Office 365, web browsers, and common computer hardwareExperience troubleshooting hardware and software issuesStrong customer service and communication skillsAbility to explain technical concepts to non-technical usersExcellent organizational, problem-solving, and time-management skillsAbility to work independently while contributing to a collaborative team environmentPreferred QualificationsAssociate degree in Information Technology, Computer Science, or related fieldIndustry certifications such as CompTIA A+, ITIL, or similarExperience supporting desktops, laptops, printers, and other end-user hardwareFamiliarity with IT ticketing systems and remote support toolsUnderstanding of networking fundamentals and cloud-based platforms such as Microsoft Office 365 or Google WorkspacePreferred ExperienceOne (1) year of Help Desk or technical support experienceOne (1) year of Windows support experienceIdeal CandidatePassionate about technology and helping othersPatient, professional, and customer-focusedOrganized and able to manage multiple prioritiesStrong problem solver with excellent attention to detailEager to learn new technologies and continuously improve #J-18808-Ljbffr