Help Desk Analyst

Reporting to the Director of Information Technology, the Helpdesk Analyst is responsible for providing technical assistance to computer system users and performing complex problem determination and resolution for all information technology matters. The Helpdesk Analyst assists in supporting end users both onsite and remote. Provides technical support to users via e-mail, phone, the support ticketing system, or other methods while backing up the helpdesk support team. Must possess an advanced understanding of systems and technology used within the organization; will be expected to elevate complex inquiries to the appropriate parties.

Duties and Responsibilities

• Performs routine tasks using experience and judgment,
• Provides support, answers user inquiries regarding computer software or hardware operation, and works with users to resolve problems.  Both by phone and in person.
• Assist in managing and troubleshooting network devices, including routers, switches, and firewalls.
• Accept trouble reports and resolve or dispatch them to the appropriate team member.
• Provide technical support to end-users by troubleshooting hardware and software problems.
• Assist in setting up and configuring user accounts, email, and access permissions.
• Collaborate with the IT helpdesk to resolve user issues promptly.
• Perform and maintain procedures for preparing and deploying user equipment and decommissioning equipment.
• Reset passwords in Active Directory and Office 365.
• Create user accounts in Active Directory and Office 365.
• Troubleshooting issues with Windows, MAC OS, iOS, Android, and Microsoft Office products, as well as other software.
• Troubleshoot user network connectivity and network issues, both wired and wireless.
• Maintain accurate documentation of system configurations, procedures, and troubleshooting steps.
• Maintain accurate inventory of supplies and equipment such as laptops, desktops, monitors, printer consumables, etc.
• Assist with the installation and maintenance of the company’s systems under the supervision of a more experienced team member.
• Diagnose computer problems and install hardware and software upgrades.
• Install and perform minor repairs to hardware, software, or peripheral equipment, following installation specifications.
•  Replace toners on printers and copiers, change passwords, and set up accounts for new users.
•  Sets up cell phones, configures email, and assists and troubleshoots various IT systems.
•  Maintains records of repairs and technical assistance rendered and conducts follow-up to ensure satisfaction with service.
•  Ensures the physical condition of the premises is maintained in a safe, healthy, and clean manner.
•  Perform other duties as may be needed.

Qualifications

• Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent work experience).
• Required to have CompTIA A .  Other relevant certifications are a plus.
• Strong understanding of computer systems, networking, and IT infrastructure.
• Familiarity with Windows, macOS, iOS and Android operating systems.
• Proficiency in troubleshooting hardware and software issues.
• Good communication and interpersonal skills.
• Ability to work well in a team and independently.
• Strong interpersonal and communication skills, including the ability to explain advanced procedures in writing or verbally.
• Strong problem-solving skills and attention to detail.
• Eagerness to learn and adapt to new technologies.
• Must be well organized with excellent attention to detail.
• Must possess the ability to maintain confidentiality.
• Ability to work independently with limited supervision.