Help Desk Analyst

Overview

Our Client seeks a motivated, customer-oriented IT Help Desk Analyst to join our dynamic IT support team. The ideal candidate will possess strong problem-solving skills, exceptional communication abilities, and a passion for providing high-quality technical assistance to our internal users. As an IT Help Desk Analyst, you will play a pivotal role in ensuring the smooth operation of our organization's technology infrastructure, contributing to an excellent end-user experience, and helping the team deliver our clients' Commitment. This role will report to the Information Systems Manager.

Responsibilities

• Provide first-level technical support to end-users in-person or via phone/e-mail/chat, diagnosing and resolving hardware, software, and network-related issues.

• Guide users through troubleshooting steps, providing clear and concise instructions to resolve common technical problems.

• Maintain a thorough understanding of the organization's technology environment, including software applications, network infrastructure, and security protocols.

• Utilize remote desktop tools to troubleshoot and resolve problems on users' devices.

• Document and track user requests, incidents, and resolutions in the Help Desk ticketing system, ensuring accurate and timely record-keeping.

• Collaborate with IT team members to escalate complex issues to appropriate departments or higher-level support teams.

• Assist in the setup, configuration, and deployment of desktops, laptops, mobile devices, and peripherals.

• Educate users on basic technical tasks, such as software installations, password resets, and account setup.

• Monitor and maintain IT equipment inventory, ensuring that hardware and software assets are properly tracked and managed.

• Contribute to the creation and maintenance of user-facing documentation, knowledge base articles, and self-help resources.

• Identify trends in user-reported issues and proactively propose solutions to improve IT services and reduce recurring problems.

• Participate in IT projects, upgrades, and system maintenance as required, providing technical expertise and support.

Role Specific Requirements

• Strong technical aptitude and a genuine interest in troubleshooting and problem-solving.

• Excellent interpersonal and communication skills, both written and verbal.

• Customer-focused approach with a commitment to delivering exceptional user support.

• Familiarity with standard operating systems (Windows, macOS, Linux) and productivity software (Microsoft Office, Trello, M365 Admin, Zendesk, etc.).

• Basic understanding of networking concepts and protocols.

• Experience with Help Desk ticketing systems and remote support tools is a plus.

• IT certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or similar certifications are advantageous.

• The ability to multi-task and prioritize activities.

• The ability to learn concepts and software platforms quickly.

• Ability to troubleshoot software issues and determine root causes.

Experience & Education

• Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent work experience.

• 2-4 years experience preferred.