Information Technology Support Analyst

Job Summary:

We are seeking a dedicated IT Help Desk Technician to join our team. The ideal candidate will have 1-2 years of experience in a help desk role, with a strong foundation in troubleshooting and customer service. You will be responsible for providing technical support to our users, and resolving issues related to computer systems, software, and network access while ensuring a high level of customer satisfaction.

Key Responsibilities:

• Provide first-level technical support via phone, email, and in-person for all IT-related issues.
• Perform basic troubleshooting for hardware and software problems, including operating systems and applications.
• Assist users with Active Directory resets, ensuring timely access to necessary resources.
• Troubleshoot and support Office 365 products, including Outlook, Teams, and SharePoint.
• Maintain documentation of issues and resolutions in the help desk ticketing system.
• Utilize de-escalation techniques to manage and resolve user frustrations and concerns effectively.
• Communicate clearly and professionally with users, providing status updates and ensuring understanding of solutions.
• Participate in regular team meetings to share knowledge and improve support processes.
• Assist with general computer maintenance, including updates, installations, and repairs as needed.
• Stay up-to-date with emerging technologies and best practices in IT support.

Qualifications:

• 1-2 years of experience in a help desk or IT support role.
• Basic understanding of computer maintenance and troubleshooting techniques.
• Familiarity with Active Directory and user account management.