What are the responsibilities and job description for the Help Desk Analyst position at PRO IT USA?
IT Desktop Support Analysts that will be responsible for providing first and second-tier technical support to end-users, ensuring efficient resolution of technology issues. The position requires strong problem-solving skills, a customer-oriented approach, and the ability to work with cross-functional teams to resolve technical challenges promptly.
Responsibilities:
Troubleshoots and resolves hardware, software, and network connectivity problems related to desktops, laptops, tablets, smartphones, printers, scanners, and other
Supports a variety of commercial software applications, ensuring optimal functionality and user satisfaction.
Provides telephone and in-person support to users in directories, standard Windows desktop applications.
Provides hardware, software, network problem diagnosis and resolution via telephone or onsite for end users.
Provides application support on all Endpoint (desktop, tablet, smart phones, etc.) platforms.
Installs, repairs, and supports all endpoint devices, applications, printers, faxes and other office equipment.
Contributes information for IT FAQs, knowledgebase and instructions to address commonly experienced technical issues related to configuration, hardware, networking and applications.
Develops and executes documented, repeatable processes to troubleshoot desktop services and systems and recommend improvements.
Maintains an inventory of IT related assets, including hardware and software on each desktop computer system.
Identifies recurring incidents and trends and escalates appropriately.
Interacts with customers, via multiple communications methods, per established customer service and quality guidelines.
Ensures that requests for assistance are properly logged, assigned and responded to promptly and according to set Service Level Agreements and procedures.
Follows-up on support
Minimum Requirements:
High School Degree or Equivalent.
Three (3) Years of Active Directory, Windows OS, SCCM, ITIL Methodologies.
Working knowledge of remote connectivity tools (SCCM, Maas360, Azure, Intune).
Working knowledge of installing, configuring, and troubleshooting computers in a managed windows network environment.
Knowledge of computer hardware and software and general office equipment including copiers, faxes, scanners, tablets, Smart Phones, etc.
Knowledge of all Microsoft systems and Microsoft Office (including Outlook) including installation and configurations management.
The ability to troubleshoot moderate to complex issues.
Preferred/Nice to Have Skills:
Associate's degree.
