Help Desk Analyst

TEKsystems•Fort Wayne, IN

2d•Hybrid

About The Position

We are hiring Help Desk Analysts to join our team. This position is crucial for ensuring a smooth transition to the new Windows 11 OS and hardware for end-users. Overall, Help Desk Analyst will be responsible for supporting the delivery of Information Technology services. Ideal candidates will have 1-2 years of IT support experience in a Help Desk, Desktop Support, and/or IT Technician position.

Requirements

1-2 years of IT support experience in a Help Desk, Desktop Support, and/or IT Technician position.
Customer Service
IT Support
Tier 1 & 2
Windows
Image & Deploy
Hardware & Software
Troubleshooting
O365
Active Directory
Ticketing
Extensive knowledge of Windows 11 OS and deployment processes.
Strong verbal and written communication skills to interact effectively with end-users
Proven experience in diagnosing and resolving hardware and software issues.
Ability to manage multiple tasks and prioritize effectively.
Experience working in a team environment and collaborating with colleagues.
Ability to work in a hybrid environment, balancing remote work with onsite requirements.

Responsibilities

Provide Tier 1 and 2 support for OS, software, hardware, smartphones, printers and other IT equipment.
Guide users through the deployment process, troubleshoot issues that arise, and providing exceptional support to ensure user satisfaction.
Handle Windows OS deployment and the flexibility to work in a hybrid environment, being onsite as needed.
Engage with end-users to explain the new Windows 11 OS and hardware.
Identify, research and resolve technical problems on a limited basis.
Develop a strong understanding of the business and can relate problems to the business impact.
Follow the Windows 11 Build Process Map to execute the deployment, including questionnaire creation, USMT process, and build phases.
Diagnose and resolve hardware and software issues that arise during the deployment process.
Update tickets in Jira, maintain accurate records of deployment activities, and ensure all steps are documented.
Provide ongoing support to end-users, addressing any issues or concerns related to the new OS and hardware.
Work closely with other technicians and team members to ensure a smooth deployment process.
Work in a hybrid role, with the flexibility to work remotely but be available to be onsite as needed for hands-on support and deployment activities.