Help Desk Analyst

Job Title: Help Desk Analyst

Job Summary: The Help Desk Analyst will provide technical assistance and support to end users for hardware, software, and system-related issues via phone. The role involves troubleshooting, diagnosing, and resolving technical problems, while ensuring a positive user experience. The Help Desk Analyst will work closely with other teams and external service providers when necessary to escalate and resolve issues promptly.

Key Responsibilities:

• Provide technical support for hardware, software, and systems to end users via phone, email, or remote tools.
• Investigate and resolve computer software and hardware problems for users, ensuring timely solutions.
• Answer user inquiries and provide guidance based on knowledge of computer systems, software, and procedures.
• Collaborate with both technical and non-technical colleagues to research problems and find effective solutions.
• Assist users by guiding them through diagnostic procedures using remote tools or by providing step-by-step instructions.
• Create and escalate Remedy trouble tickets to Tier 2 Service Desk staff and third-party service providers as required.
• Maintain high customer service standards while troubleshooting and resolving issues.
• Manage and prioritize multiple tasks in a fast-paced environment.
• Reset or restore mainframe, LAN, and User IDs and passwords via RACF or Active Directory.
• Coordinate with service providers for product repairs and track progress until resolution.
• Research and update reference publications and diagnostic aids as needed to improve the resolution of user issues.
• Ensure clear and effective communication, both written and verbal, with end users.

Required Skills:

• 1 years of experience in IT Service Desk or Call Center roles.
• Strong knowledge of Microsoft-based operating systems, particularly Windows 7 and Office 365.
• Experience with troubleshooting Office 365 in a network environment (permissions, calendar sharing, delegation).
• Familiarity with call tracking and ticketing software (e.g., Remedy).
• Ability to assist users with limited technical knowledge on computers, software, hardware, and systems.
• Excellent organizational skills and attention to detail.
• Basic experience with User and Security Group Active Directory administration.
• Strong communication skills with a focus on telephone manners and customer service.
• Ability to work both independently and within a team environment.
• Self-motivated and dedicated to delivering high-quality customer service.
• Ability to remain calm under pressure and effectively resolve issues in a timely manner.

Preferred Qualifications:

• Previous experience with Active Directory, including resetting and managing user accounts.
• Familiarity with remote desktop support tools and diagnostic software.
• Certification or coursework related to IT support or help desk services is a plus.

Work Environment:

• This position typically operates in an office or remote work environment, with occasional in-person support depending on the company's needs.

Job Types: Full-time, Contract, Temporary

Pay: $20.00 - $22.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Health insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work Location: On the road

Salary : $20 - $22