Help Desk Analyst

Alpha Baking Co., Inc. • Chicago, IL

5h

About The Position

We are seeking a skilled and customer-focused Help Desk Analyst to join our IT support team. As a Help Desk Analyst, you will be responsible for providing technical assistance and support to our internal employees and external clients. Your expertise in troubleshooting, problem-solving, and communication will be essential in ensuring the smooth operation of our organization's IT systems and services.

Requirements

• High school diploma is required.
• Strong understanding of MS Windows, Office, and other common software applications.
• Familiarity with networking concepts, hardware components, and mobile devices.
• Ability to analyze, diagnose, and resolve technical issues efficiently.
• Strong troubleshooting skills and a logical approach to problem-solving.
• Excellent verbal and written communication skills.
• Ability to explain technical concepts to non-technical users in a clear and understandable manner.
• Flexibility to learn new technologies and adapt to evolving IT environments.

Nice To Haves

• Relevant college coursework, training courses, and certifications are a plus.
• Scripting experience with PowerShell, SQL, Python, etc. is a plus.

Responsibilities

• Serve as the initial point of contact for all IT-related inquiries, issues, and requests from employees and clients, either via phone, email, or in-person.
• Diagnose and resolve hardware, software, and network issues by providing step-by-step guidance, troubleshooting techniques, and effective problem-solving strategies.
• Utilize a ticketing system to log and track all reported issues, ensuring accurate documentation of the problem, resolution steps, and communication history.
• Provide remote assistance to end-users by accessing their systems and devices to troubleshoot, configure, and resolve issues.
• Escalate complex or unresolved issues to the appropriate technical teams, ensuring timely and efficient problem resolution.
• Install, update, and configure software applications on user devices, ensuring compliance with company policies and licensing agreements.
• Set up and configure computer systems, peripherals, and mobile devices. Perform basic hardware maintenance and coordinate repairs when necessary. Will occasionally involve traveling to other locations.
• Educate users about IT security best practices, such as password management, data protection, and recognizing potential security threats.
• Maintaining IT related inventories, packing and sending equipment to other locations, As assigned by IT Management

What This Job Offers

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