Help Desk Analyst

Job Description

We are looking for a dedicated Help Desk Analyst to join our team in Madison, Wisconsin. This is a Contract-to-permanent position, offering an excellent opportunity to grow within a fast-paced, high-tech engineering environment. In this role, you will provide exceptional customer support, troubleshoot technical issues, and ensure system efficiency through effective problem resolution.

Responsibilities:

• Provide first-level technical support for hardware, software, and network-related issues.

• Troubleshoot and resolve problems involving servers, VMware, and basic networking components.

• Manage and prioritize support tickets within a ticketing system to ensure timely resolution.

• Configure and maintain a variety of devices, including Apple and Android technologies, as well as Mac and Windows computers.

• Assist with deployment and configuration of hardware and software solutions.

• Collaborate with team members to ensure smooth operation of network servers, routers, and related systems.

• Deliver outstanding customer service by addressing user concerns with professionalism and clarity.

• Utilize Active Directory for user management and system configuration.

• Support Citrix and Cisco technologies to enhance system performance and reliability.

• Document and escalate unresolved issues as needed to appropriate teams.• Minimum of 3 years of experience in a help desk or technical support role.

• Proficiency in troubleshooting hardware, software, and network issues.

• Hands-on experience with VMware, Active Directory, and ticketing systems.

• Familiarity with Apple devices, Android technologies, and Mac computers.

• Knowledge of basic network troubleshooting, including routers and servers.

• Strong customer service skills with the ability to communicate technical concepts to non-technical users.

• Experience with Citrix and Cisco technologies is highly desirable.

• Ability to work effectively in a fast-paced environment.