Help Desk Analyst

Job Description

• Act as the first line of contact for customers seeking technical assistance via phone, email, or ticketing system, and confirm all necessary information is obtained to resolve customer issues promptly.

• Conduct remote troubleshooting using diagnostic techniques and relevant questions.

• Document and maintain daily records of data communication transactions, issues, remedial actions taken, installation activities, and log requests and resolutions.

• Utilize departmental policies to evaluate if a customer issue can be resolved immediately or if it necessitates escalation.

• Monitor trends in requests and communicate with the internal team as appropriate.

• Redirect inquiries and requests to other staff or help sources as suitable.

• Maintain logs of all account and access-related requests for auditing purposes.

• Forge and maintain positive relationships with all internal and external associates.

• Provide general IT support, specifically Microsoft Active Directory and Windows.

• Display a customer service mindset, and a helpful personality in all interactions• A minimum of 1 year of experience in a Help Desk Analyst role or similar capacity within the Wholesale Distribution industry

• Proficiency in Android Development and a solid understanding of Cisco Technologies

• Demonstrated experience with Citrix Technologies and familiarity with Mac Computers

• Expertise in popular products and platforms, including Active Directory

• Experience with Apple Devices and a strong understanding of Computer Hardware

• Proven skills in Configuration Management and Deployments

• Proficiency in Windows 10, with exposure and understanding of Windows 11

• Ability to perform Basic Network Troubleshooting, identifying and resolving issues effectively

• Excellent problem-solving skills, with a focus on providing top-tier customer service and support