Helpdesk Support Analyst Job Description Template
Our company is looking for a Helpdesk Support Analyst to join our team.
Responsibilities:
- Install and maintain both hardware and software;
- Answer technical phone lines;
- Identify and suggest possible improvements on procedures;
- Perform remote troubleshooting through diagnostic techniques and pertinent questions;
- Pass on any feedback or suggestions by customers to the appropriate internal team;
- Troubleshooting and repairing hardware and network connectivity issues;
- Investigate, evaluate and resolve reported support issues and requests;
- Walk the customer through the problem-solving process;
- Determine the best solution based on the issue and details provided by customers;
- First point of contact for customers seeking technical assistance over the phone or email;
- Provide accurate information on IT products or services;
- Provides requests to the help desk and provides remote support and on site support for staff;
- Perform initial diagnosis and determine if escalation is necessary;
- Serve as a troubleshooter in the implementation and use of workstations and associated software and hardware;
- Installing and configuring application and operating system software and upgrades.
Requirements:
- Great technical understanding;
- Good understanding of computer systems, mobile devices, and other tech products;
- Looking to obtain Information Technology certifications (A+, Net+, Sec+);
- Proven help desk or other customer support experience;
- Customer-oriented and cool-tempered;
- Excellent problem solving skills;
- Experience working with PC hardware and software;
- Ability to diagnose and resolve basic technical issues;
- BSc/BA in IT, Computer Science or relevant field;
- Apple experience would be beneficial;
- Experience with active directory and group policy;
- Ability to handle multiple and changing priorities with confidence;
- Able to obtain a Government Clearance;
- Excellent customer service skills;
- Tech savvy with working knowledge of office automation products, databases and remote control.