Helpdesk Analyst

Cooper Carry•Atlanta, GA

1d•Onsite

About The Position

The Helpdesk Analyst is responsible for providing first-level technical support to end users by diagnosing, troubleshooting, and resolving hardware, software, network, and application issues. This role serves as the primary point of contact for IT support requests, ensuring timely resolution of incidents while delivering exceptional customer service. The Helpdesk Analyst documents issues, escalates complex problems when necessary, and contributes to maintaining a reliable and efficient IT environment.

Requirements

Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent combination of education and experience
1–3 years of experience in an IT helpdesk, desktop support, or technical support role
Experience working with IT ticketing systems and remote support tools
Knowledge of Windows and macOS operating systems
Familiarity with Microsoft 365 applications and administration
Basic understanding of Active Directory and Azure Active Directory
Understanding of networking fundamentals, including TCP/IP, DNS, and DHCP
Experience supporting desktop hardware, printers, mobile devices, and common business applications
Strong troubleshooting and analytical skills
Excellent verbal and written communication skills
Strong customer service orientation with the ability to work effectively with users of varying technical abilities
Ability to prioritize multiple tasks in a fast-paced environment
Strong attention to detail and organizational skills
Ability to work independently and collaboratively within a team

Nice To Haves

CompTIA A+
CompTIA Network+
Microsoft Certified Fundamentals (MS-900, AZ-900, or equivalent)

Responsibilities

Serve as the first point of contact for users seeking technical assistance via phone, email, chat, or ticketing system
Diagnose, troubleshoot, and resolve hardware, software, network, printer, and application issues
Log, track, and document support requests, resolutions, and follow-up activities in the IT service management (ITSM) system
Escalate unresolved or complex issues to appropriate technical teams while ensuring timely communication with users
Install, configure, and support desktop and laptop computers, mobile devices, peripherals, and standard software applications
Assist with user account management, including password resets, access requests, and account provisioning/deprovisioning
Perform routine system maintenance, software updates, and workstation deployments
Support remote users using remote access and troubleshooting tools
Maintain knowledge base articles and user documentation to improve service efficiency and self-service capabilities
Monitor service requests to ensure compliance with established service level agreements (SLAs)
Collaborate with IT teams to identify recurring issues and recommend process improvements
Provide excellent customer service by communicating technical information clearly and professionally