Job Summary:

We are seeking a knowledgeable and user-focused Help Desk Analyst to provide technical support and assistance to end-users across the organization. In this role, you will be the first point of contact for IT-related issues, troubleshooting hardware, software, and network problems to ensure smooth and efficient technology operations. The ideal candidate has excellent communication skills, a solid understanding of computer systems, a strong desire to resolve technical issues promptly and effectively, and an openness to learning new technologies and systems.

Key Responsibilities:

• Respond to Level 1 user inquiries via phone, email, or ticketing system in a timely and professional manner in accordance with agreed upon SLA's
• Diagnose and resolve hardware, software, and network issues.
• Provide support for Windows, Microsoft Office, and other common applications.
• Document issues, resolutions, and follow-up actions in the help desk ticketing system.
• Escalate complex issues to appropriate IT staff as needed.
• Set up and configure new workstations, laptops, peripheral devices, software, and user accounts.
• Maintain up-to-date knowledge and documentation of IT systems and procedures in the documentation software.
• Assist in creation of Standard Operating Procedures for processes to maintain the user environment
• Work closely with our IT team to ensure all systems follow security and audit requirements
• Off-hours On Call rotation

Qualifications:

• Associate degree in IT, Computer Science, or related field (or equivalent experience).
• Strong problem-solving skills and attention to detail.
• Excellent communication, interpersonal, and team-working skills.
• Familiarity with Windows Operating Systems, Office 365, remote support tools, and ticketing systems.
• Working knowledge of computer systems, hardware and software
• Openness to learning new systems and technologies
• A+ or similar certification is a plus
• Ability to multitask tickets, calls, remote sessions, and responsibilities
• Ability to lift up to 50 pounds