What are the responsibilities and job description for the Helpdesk Analyst position at cyberThink?
Job Description :
As a Helpdesk Analyst, you will provide Tier 1 technical support, focusing on phone-based assistance for password resets, application support, and resolving hardware and software issues. This role requires exceptional customer service and communication skills, with a focus on reliability and teamwork. Candidates with basic IT knowledge and a strong ability to interact effectively with users are encouraged to apply.
Key Responsibilities :
- Provide phone-based technical assistance, support, and advice to end users for hardware, software, and systems.
- Diagnose and resolve user issues using provided diagnostic tools or guided instructions.
- Research and identify solutions by collaborating with technical and non-technical colleagues.
- Escalate unresolved issues to Tier 2 Service Desk staff or third-party service providers via Remedy ticketing system.
- Reset or restore mainframe, LAN, and user credentials through RACF or Active Directory.
- Troubleshoot and support Office 365 applications, including permissions, calendar sharing, and delegation.
- Dispatch and coordinate hardware repair requests with appropriate service providers.
- Follow established quality standards and documentation for troubleshooting procedures.
- Maintain and update reference materials to assist in problem resolution.
- Provide excellent customer service and support to users with varying levels of technical expertise.
Required Skills, Experiences, Education, and Competencies :
The hourly range for roles of this nature are $20.00 to $40.00 / hr. Rates are heavily dependent on skills, experience, location, and industry.
cyberThink is an Equal Opportunity Employer.
Salary : $20 - $40
