Help Desk Analyst

WHAT WE ARE LOOKING FOR:

The role requires a working knowledge of desktop support, Microsoft domain environments, Google

Suite, Windows OS, Microsoft Office, and be able to demonstrate high level critical thinking/problem

solving skills while quickly deepening expertise in these areas.

Required Skills: Proven experience as a Help Desk technician or other customer support role. Tech savvy

with working knowledge of Microsoft domain environments, Windows OS, MAC OS, Google Suite, Basic

Networking Fundamentals, Exchange Admin, and Microsoft Office. Must be proficient in Active

Directory, working knowledge of general IT infrastructure, Networking, and VPN basics.

WHAT YOU'LL DO:

The role will deliver quality technical support service to end customers of varying technical backgrounds

and ensure clients satisfaction by meeting or exceeding customer Service Level Objectives. A successful

candidate is expected to maintain a professional, courteous, and customer-focused attitude while

supporting customers. The role will be handling technical support requests from end users and IT

professionals alike, adapting your responses to the technical ability of your audience. You will rely on

your skills and knowledge to respond to, and diagnoses incidents through discussions with users.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Perform incident triage and escalate or resolve based upon incident scope.

• Diagnose and resolve hardware, software, operating system, application, connectivity,

peripheral, and basic network issues affecting desktops and laptops.

• Document incidents accurately, perform troubleshooting within established procedures and

SLOs, maintain ticket updates, and escalate issues that require higher-level technical support.

• Assist users with system access, password/account issues, software usage, device configuration,

and common PC problems while providing clear instructions and confirming the issue is resolved

before closure.

• Answer incoming support inquiries via various channels (chat, phone, email, etc.)

• Continuously maintain ticket backlog, recording support activities in our Help Desk ticketing

system and follow up within customer Service Level Objective targets.

• Keep up to date with knowledge base articles and other technical-related documentation.