Helpdesk Support Analyst I
About The Position
As a Helpdesk Analyst I, you'll be the first friendly, knowledgeable voice our team members hear when something isn't working right. You'll troubleshoot everything from equipment hiccups to software errors, configure workstations and peripherals, and help keep system upgrades running smoothly with minimal disruption. You're someone who takes ownership of a ticket until it's truly resolved, communicates clearly along the way, and enjoys helping others feel more confident with technology. This role is a great launching point to build both your technical skill set and your career within our IT team. We embrace a hybrid model that gives our team members autonomy over how they work, paired with a shared commitment to in-person collaboration (3 days per week in-office).
Requirements
- Associate degree (or equivalent experience) required.
- At least 1 year of related experience.
- Strong technical troubleshooting and problem-solving skills, with the ability to look beyond the obvious to find effective solutions.
- Clear, customer-focused communicator who builds trust with end-users and keeps them informed throughout the resolution process.
- Comfortable configuring computer equipment and peripherals and assisting with software and system upgrades.
- Strong time-management skills with the ability to juggle multiple priorities and support team and organizational initiatives.
Responsibilities
- Provide excellent technical assistance to end-users, troubleshooting equipment malfunctions, software errors, and change requests within our software suite and directory system.
- Own the timely resolution of issues through proactive, regular communication and follow-up with end-users.
- Configure computer equipment, phones, and peripherals for use at workstations.
- Assist with system upgrades and installations to ensure minimal disruption to operations.
- Maintain accurate documentation of technical procedures and resolutions for future reference.
Benefits
- Paid professional memberships
- Certifications
- Tuition reimbursement
- Comprehensive mental health support including 8 free counseling sessions per year
- Access to additional wellness resources
- Generous vacation time
- 9 paid holidays
- Half-days on Fridays during designated months
- Informal gatherings, lunches, community and company events, volunteer opportunities
- Medical Plans
- Dental Plans
- Vision Plans
- Flexible spending accounts
- 401(k) with company match
- Company-paid life insurance
- Company-paid disability insurance
- 6-weeks paid parental leave
- Family-forming & fertility resources (up to 12-weeks leave for birth mothers)
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
Associate degree
