Help Desk Analyst

Job Description

We are seeking a motivated and customer-focused Help Desk Level Technician to join our IT support team. As the first point of contact for IT support requests, you will play a crucial role in providing technical assistance and resolving hardware, enterprise-related software, and account access issues for end users. This role requires excellent communication skills, strong problem-solving abilities, and a basic technical understanding of key IT systems such as Active Directory and access workflows.

Key Responsibilities

Incident Management & Support:

Serve as the first point of contact for end users seeking technical assistance via phone, email, or ticketing systems.

Respond to, document, and resolve technical issues related to hardware, software, and network access in a timely manner (Source: US Demand for Skilled Talent Q1 2025.pdf).

Troubleshooting & Issue Resolution:

Diagnose and resolve Level 1 technical issues, including computer hardware, peripherals, and enterprise-related software (e.g., Microsoft Office Suite, company-specific software).

Escalate unresolved issues to Tier 2 support or appropriate IT teams, providing detailed incident descriptions for faster resolution.

Active Directory Administration:

Assist with Active Directory account management, including password resets, account unlocks, and verifying user access following established workflows.

Maintain a basic understanding of how user access is granted and ensure compliance with IT policies.

Customer Service Excellence:

Deliver exceptional customer support while maintaining professionalism and a results-oriented approach under varying levels of pressure.

Educate and assist users in resolving basic technical issues to promote self-service solutions where applicable (Source: US Demand for Skilled Talent Q1 2025.pdf).

Workflow and Documentation:

Log all customer inquiries, troubleshooting steps, and resolutions in the ticketing system for future reference and reporting.

Collaborate with internal teams to improve workflows, processes, and documentation related to service desk operations.

3+ years of experience in IT support with exposure to enterprise IT environments preferred.

Knowledge of Windows and Mac OS environments, mobile devices, and enterprise-related software.

Familiarity with hardware troubleshooting (e.g., desktops, laptops, printers, peripherals).

Foundational understanding of Active Directory (e.g., access workflows, group membership, and account management).

Experience with IT service management tools and ticketing systems.