Help Desk Analyst I

Reef Point Group • San Antonio, TX

6d

About The Position

Core Values of ReefPoint Group: Integrity in all things- Conduct yourself in an honest, ethical, and reliable manner when interacting with people and performing job duties. Service before self- Treat people with respect, place the interest of the team above your own, create a culture of trust, and be empathetic in your approach. Curiosity always- Listen to understand, understand the power of asking questions, be open to new ideas, and seek to always learn. Boldness throughout- Trust in your ability, be creative in thought, demonstrate a willingness to be flexible, take ownership, and be a leader people are proud to follow. Behavioral Competencies: Action Oriented- Takes action and identifies new opportunities, displays a “can-do” approach, steps in to help when needed, identifies solutions. Business Insight- Has an in-depth understanding of the business, keeps up with and identifies trends in the marketplace, uses business knowledge to identify opportunities. Collaboration- Works cooperatively with others in the organization to achieve shared objectives, facilitates open dialog with stakeholders, partners with others to get the job done. Effective Communication- Delivers message in a clear and concise manner, actively listens, checks for understanding by asking questions or clarifying what was heard, communicates in a way that is broadly understood, adjusts communication style to audience, and encourages the expression of diverse thoughts and opinions. Demonstrates Self- Awareness- Reflects on activities and impact of others, proactively seeks feedback without being defensive, open to constructive feedback and acknowledges weaknesses, takes ownership of mistakes and gains insight from experience, knows strengths and weaknesses, can communicate the cause behind their feelings appropriately. Self-Development- Shows personal commitment and takes action to continuously improve, accepts assignments that broaden capabilities, learns from new experiences and from others, makes the most out of available resources, finds ways to apply strengths to new situations. Situational Adaptability- Picks up on situational cues and adjusts in the moment, readily adapts personal, interpersonal and leadership behavior, understands that different situations require different approaches, observes situational and group dynamics to understand best approach.

Requirements

• High School Diploma or equivalent required
• Minimum of 4 years of hands-on help desk or end-user support experience required; a bachelor’s degree may be substituted for years of experience
• Working knowledge of Windows operating systems, Microsoft 365, email systems, and standard office software
• Experience troubleshooting common hardware issues (PCs, printers, monitors, peripherals)
• Familiarity with ticketing systems and basic IT service management practices
• Strong customer service skills with the ability to communicate technical information clearly to non-technical users
• Ability to manage multiple support requests and meet response and resolution expectations
• This position requires the employee to be a US Citizen and may require the ability to obtain a security clearance.

Responsibilities

• Serve as first point of contact for employees experiencing issues with computers, software, hardware, and peripherals
• Diagnose, troubleshoot, and resolve end-user issues related to desktops/laptops, printers, mobile devices, email, operating systems, and standard business applications
• Receive and respond to support requests via ticketing system, phone, and email; prioritize and escalate issues as appropriate
• Ask targeted questions to determine root cause of user issues and guide users through resolution steps
• Perform basic hardware and software troubleshooting, configuration, and testing
• Install, configure, and maintain end-user hardware, software, and peripheral equipment following established procedures
• Document issues, resolutions, and procedures clearly within the ticketing system
• Develop or update basic user guides, FAQs, and job aids as needed
• Provide one-on-one or small-group training to users on standard systems and tools
• Follow up with users to ensure issues are fully resolved and customer satisfaction is met
• Collaborate with internal IT team members to research recurring issues and support continuous improvement

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED