Help Desk Analyst I

Job Description

We are looking for a dedicated Bilingual Help Desk Analyst I to join our team in Memphis, Tennessee. In this long-term contract role, you will play a key part in addressing IT-related issues and ensuring smooth operations by providing timely and effective support. This position requires strong technical expertise, excellent communication skills, and a collaborative mindset to thrive in a team-focused environment.

Responsibilities:

• Strong fluency in written and spoken English; Spanish fluency.

• Provide prompt resolution to IT incidents by utilizing the knowledgebase and minimizing disruptions to operations.

• Follow established processes for incident management, ensuring accurate routing of tickets to appropriate teams.

• Monitor and meet defined performance metrics to maintain service quality.

• Collaborate effectively within a team environment to achieve shared goals.

• Demonstrate strong communication and listening skills while assisting users with IT-related concerns.

• Apply analytical problem-solving techniques to identify and resolve technical issues.

• Manage time efficiently and prioritize tasks to ensure deadlines are met.

• Support deployments, configurations, and management of IT systems, including Active Directory, Apple devices, and computer hardware.

• Utilize expertise in technologies such as Cisco, Citrix, and Microsoft to address user needs.

• Work occasional weekend shifts and maintain readiness for afternoon and evening hours as required.

• Proven experience in IT support or help desk roles.

• Strong fluency in written and spoken English; Spanish fluency.

• Solid understanding of computer hardware, configuration management, and deployments.

• Familiarity with technologies such as Android, Microsoft, Cisco, Citrix, and Mac systems.

• Excellent time management and organizational skills.

• Detail-oriented with the ability to analyze and resolve complex issues.

• Effective communication and listening skills to assist users.

• Willingness to work flexible hours, including occasional weekend shifts.