Help Desk I
About The Position
The Help Desk Support Analyst I will be responsible for providing first-level contact for incoming systems issues. The Analyst plays a crucial role in maintaining the efficiency and productivity of our organization by ensuring timely and effective resolution of IT-related problems. Responsibilities will include troubleshooting hardware and software problems, providing basic technical support, and escalating more complex issues as needed. You will play a crucial role in maintaining the efficiency and productivity of our organization by ensuring timely and effective resolution of IT-related problems.
Requirements
- High school diploma or equivalent required; Associate's degree in Computer Science, Information Technology, or a related field preferred. Bachelor’s Degree Preferred
- 1-2 years of experience in a technical support or help desk role preferred, but entry-level candidates with relevant skills and a strong willingness to learn are encouraged to apply.
- Basic understanding of computer hardware, operating systems (Windows, macOS), and common software applications. Familiarity with networking concepts is a plus.
- Strong verbal and written communication skills required.
- Ability to exercise good judgment and positively influence and lead others, including handling confrontations with poise and efficiency.
- Repetitive motion of upper body required for extended use of computers and telephones.
- Position requires the ability to install, carry, lift and move equipment up to 50 lbs. on a regular basis.
- regular and reliable on-site attendance
Nice To Haves
- Relevant certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or similar are a plus but not required.
Responsibilities
- Respond to and resolve incoming support requests via phone, email, or ticketing system in a timely and professional manner.
- Diagnose and resolve basic hardware, software, and network issues. This includes setting up new user accounts, installing software, and troubleshooting common problems.
- Maintain accurate records of all support requests and resolutions in the ticketing system. Document issues, solutions, and recurring problems to help improve overall support processes.
- Provide guidance and support to end-users on how to use software applications, operate hardware, and follow IT policies and procedures.
- Identify and escalate complex technical issues to Tier 2 or higher-level support teams as needed, ensuring clear and detailed information is provided for resolution.
- Monitor and report on system performance, alerting higher-level support staff to potential issues or irregularities.
- Stay current with new technologies and best practices in IT support. Participate in ongoing training and development activities to improve technical skills and knowledge.
- Other duties as assigned.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
