What are the responsibilities and job description for the IT Help Desk Analyst position at Critical Project Services?
At Critical Project Services we are committed to providing exceptional customer service and ensuring the successful function of our IT environment. We are seeking a qualified IT help desk technician to assist our customers in resolving questions and problems concerning computer systems, hardware, networking, and software. The technician will work with customers remotely and in person, guiding them through systems configuration and troubleshooting, while aiming to resolve issues with efficiency. Standout candidates will be excellent problem-solvers with outstanding communication and customer service skills.
Primary Responsibilities:
• Respond to client inquiries via email, through online chats, over the phone, or in person.
• Provide technical support to users by identifying, troubleshooting, and resolving issues with client system hardware and software.
• Help to implement and maintain ConnectWise Manage and control solutions.
• Troubleshoot and resolve issues related to network connectivity.
• Coordinate with cabling/security companies for scheduling and installation of structured cabling, IDF, security cameras, and related hardware.
• Work closely with Cybersecurity team to maintain and rollout tools.
• Help in the preparation of new devices and reimage of existing devices (approximately 2 or fewer new devices per week).
• Maintain updated inventory of devices.
• Provide answers to clients by identifying problems, researching answers, and guiding clients through corrective steps.
• Improve client reference materials by writing and maintaining documentation.
• Participate in development of client training programs by identifying learning issues and recommending instructional language.
• Accommodate client disabilities by recommending devices and techniques.
• Improve system performance by identifying problems and recommending changes.
• Update job knowledge by participating in educational opportunities and maintaining personal networks.
• Follow up with customers to ensure satisfactory service.
Professional Requirements:
• Excellent problem-solving skills, phone skills, and customer service skills
• Familiarity with Microsoft 365 user/group/email/license administration
• Knowledge of and familiarity with basic networking protocols, hardware, and ability to troubleshoot and resolve network issues.
• Excellent verbal and written communication
• Exceptional proficiency with Microsoft Windows operating systems
• Quality focus
• PC proficiency
• System administration
Education, Experience, and Licensing Requirements:
- High school diploma, GED, or equivalent, 4-year degree preferred
- 2 years' help desk experience
- Familiarity with MS Windows, Office, and Microsoft 365
- Familiarity with ERP systems is a plus.
- Network related certification is a plus.
- Prior information technology or systems administration experience preferred.
