Help Desk Analyst I

Job Description

We are looking for a Help Desk Analyst I based in Agawam, Massachusetts. This role is pivotal to our IT operations, providing essential support related to computer systems, both hardware and software, for multiple business units. You will be the first point of contact for technical support, ensuring smooth and efficient resolution of issues.

Responsibilities:

• Provide technical assistance for queries and issues related to the computer systems, software, and hardware

• Efficiently troubleshoot login issues experienced by clients

• Resolve issues related to telephone and VOIP systems

• Contribute as needed to special activities within the organization

• Handle requests for technical support received via telephone calls, emails, or personal requests

• Travel occasionally to other locations in Massachusetts & Connecticut for providing support, with all travel time being reimbursed

• Carry out any other IT-related duties as requested by the management

• Use your proficiency in MS365 Suite, Active Directory, Windows 10 / 11 OS for troubleshooting and issue resolution

• Deliver excellent customer service during all interactions.• Minimum of 1 year of experience in a related role

• Proficient in Microsoft applications

• Familiarity with Active Directory

• Knowledge of computer hardware

• Experience with VoIP systems

• Proficiency in Microsoft 365 Enterprise

• Skilled in using Office 365

• Familiar with Windows 10 and Windows 11

• Excellent customer service skills