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Form of workSTI Group, LTD. is currently looking for a skilled IT Helpdesk Support Analyst to join our IT managed services company in Glen Rock NJ. As an IT Helpdesk Support Analyst, you will play a critical role in providing technical support and assistance to our clients, ensuring their IT systems run smoothly and efficiently. This position requires excellent customer service skills, strong technical knowledge, and a commitment to resolving IT issues promptly. This is an in-person office position in Glen Rock, NJ.
Key Responsibilities:
- Helpdesk Support:
- Respond to client requests for technical assistance via phone, email, or remote support tools.
- Diagnose and troubleshoot IT problems related to hardware, software, networking, and other technical issues.
- Provide timely and effective solutions to meet client needs and service level agreements (SLAs).
- Remote Desktop Support:
- Perform remote troubleshooting to resolve client issues efficiently.
- Assist clients with system configurations, software installations, and updates.
- Guide clients through problem-solving steps to resolve issues remotely.
- Client Communication:
- Maintain excellent communication with clients to understand and document their technical issues.
- Keep clients informed about the progress of their requests and provide clear instructions and explanations.
- Escalation and Documentation:
- Escalate complex or unresolved issues to senior technical staff when necessary.
- Maintain detailed records of all client interactions, troubleshooting steps, and solutions provided.
- IT System Monitoring:
- Monitor client IT systems and networks to identify potential issues or vulnerabilities.
- Take proactive steps to address and prevent potential problems before they impact clients.
- Client Training:
- Provide basic IT training and guidance to clients to help them use their systems effectively.
- Assist in educating clients about cybersecurity best practices.
- Stay Updated:
- Keep up-to-date with the latest industry trends, technologies, and best practices.
- Maintain relevant certifications and qualifications to provide the highest level of service.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or related field (preferred).
- Proven experience in IT support, helpdesk, or a similar technical support role.
- Strong knowledge of various operating systems, hardware, software, and networking.
- Familiarity with IT service management tools and remote support software.
- Excellent problem-solving skills and attention to detail.
- Outstanding customer service and communication skills.
- Ability to work well independently and in a team.
- Industry certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are a plus.
- MacOS interest or experience.
As an IT Helpdesk Support Analyst at STIGroup, you will have the opportunity to work with a diverse range of clients and tackle various IT challenges. If you are a tech-savvy individual with a passion for helping clients solve their IT issues and enjoy working in a fast-paced and dynamic environment, we encourage you to apply for this role and become an integral part of our IT support team.
EEOC Statement:
STIGroup, Ltd. is committed to offering Equal Employment Opportunity to all job candidates and our employees. We do not condone discrimination or any other form of unlawful treatment against a job applicant or employee based on race, color, sex, sexual orientation, gender identity, genetic information, ancestry, pregnancy, religion, national origin, age, disability, military or veteran status, or any other protected category.
