What are the responsibilities and job description for the Help Desk Analyst position at Carrier Enterprise?
Job Title: Helpdesk/Desktop Support Technician
Job Overview: Responsible for providing Level 1 support, including answering helpdesk calls, performing password resets, and creating tickets. Additionally, during downtime between calls, the technician will assist with imaging desktops and laptops.
Key Responsibilities:
- Answer helpdesk calls and provide Level 1 support, including password resets and basic troubleshooting.
- Create and manage tickets in the helpdesk ticket system.
- Assist with imaging desktops and laptops during downtime.
- Provide support for MS Windows (10, 11) and Office (2013, 2016, 365).
- Support mobile devices (Apple iOS, Android).
- Perform basic PC troubleshooting and peripheral support, including printers.
- Update Microsoft Active Directory and perform password resets.
- Complete allocated tickets from the service desk system.
- Assist colleagues with their tickets when your queue is completed.
- Provide support in person or via telephone to remote sites.
- Manage tickets through their full-service lifecycle using the Quest Service Desk system.
- Ensure tickets are updated and customers are kept fully informed of progress.
- Perform desktop PC/laptop installation and mobile configuration.
- Deploy and support antivirus software.
- Make changes to the telephone system as instructed.
- Perform cable and hardware moves.
- Respond to system alerts in line with service levels.
- Provide cloud support for Office 365, OneDrive for Business, Teams, and SharePoint.
Requirements:
- Experience with Microsoft operating systems (Windows 10, 11), including installation and configuration.
- Ability to resolve complex Microsoft issues.
- Experience with computer and peripheral hardware servicing and repairs.
- IT/Computing qualifications are preferable but not essential.
