IT Helpdesk Analyst

Summary The Helpdesk Analyst plays a crucial role in providing technical support and assistance to end-users within a medium-sized business with over 30 subsidiaries, supported by one shared IT service. This position involves troubleshooting, diagnosing, and resolving technical issues, as well as assisting in maintaining the overall health of the company's IT systems. The Helpdesk Analyst serves as the first point of contact for employees experiencing IT-related problems, ensuring that any disruptions are resolved quickly and efficiently. If you are passionate about the human aspect of technology, please continue reading. The day-to-day process will be to monitor the inbound support queue and provide first response (and ideally resolution) to reactive support requests assigning to Tier 2 support teams as needed. Customer relationship management, troubleshooting, and triage will be the primary area of focus. Defined areas of responsibility for the Helpdesk Analyst will include providing excellent customer service, process improvements, communication across all layers of the organization, and documentation. Candidates with the ability to learn, adapt to change, and consistently advocate for the customer’s time and requirements will succeed in this role. Responsibilities: Support & Customer Service

• Troubleshoot remotely and over the phone: Assist with hardware, software, network issues, access, and user onboarding/offboarding.
• Identify and escalate complex problems: Recognize and refer unresolved issues to higher-level support or specialized technicians when necessary.
• Assist with improving IT processes based on common issues.
• Lead incident management for high-priority outages, coordinating with internal and external stakeholders for rapid resolution.
• Collaborate with cross-functional teams to support day-to-day IT Operations and strategic technology initiatives.
• Monitor systems and alert staff of anomalies.
• Provide exceptional customer service: Maintain a professional and friendly demeanor while addressing user concerns and ensuring their needs are met promptly.
• Document support requests and resolutions in the IT Service Management system.
• Communicate effectively: Keep users informed about the status of their requests and any ongoing issues that may affect their work.
• Advocate internally for customers to drive resolutions.
• Provide user training and update knowledge base articles to meet user needs.
• Maintain detailed documentation of IT assets and troubleshooting procedures.
• Meet SLA expectations, First Contact Resolution, Customer Satisfaction score, and response time metrics.
• Provide data to support coaching opportunities for the Help Desk Staff.
  
  

Soft Skills

• Excellent communication: Ability to clearly explain technical concepts to non-technical users.
• Customer-focused attitude: Ensure excellent user experience and service.
• Team collaboration: Ability to work well with other IT staff and departments to resolve issues and improve services.
• Adaptability and willingness to learn new things.
• Results-oriented: Drive customer issues to resolution swiftly using troubleshooting skills.
  
  

Technical Skills and Experience:

• Previous help desk or technical support experience: Requires at least 1-2 years of related experience in a help desk environment.
• Moderate organizational and time management skills.
• Technical expertise and autonomy in troubleshooting and proactive support.
• Problem-solving abilities: Strong analytical skills to diagnose and resolve technical issues efficiently.
• Familiarity with help desk software: Experience using ticketing systems and remote support tools.
• Hands-on experience: Practical knowledge of troubleshooting and repairing hardware, software, and network issues.
• Microsoft 365 cloud and software products (preferred), third-party Saas Applications, email security platforms (preferred), enterprise computer endpoints, Voice over IP (VOIP), iOS/Android devices, audio visual technologies.
• Moderate network (TCP/IP) troubleshooting experience.
• Moderate experience with cyber security practices, general data & privacy, and multi-factor authentication.
• Moderate experience with documentation for end-users.
• Service management and ticket workflow experience through use of ITSM platform (i.e. Zendesk or HaloITSM).
  
  

Education:

• Minimum: Associates degree in IT, Computer Science, or related field.
• Relevant IT certifications such as CompTIA A , Network , or MCP are preferred.
  
  

Working Conditions: This role usually spends most of their time in an Office with a clean, well-lit, and comfortable environment. However, support of general issues may require assignment between two Milwaukee locations.