SUMMARY

The IT Help Desk Analyst is the primary contact for resolving IT-related issues in a fast-paced environment. They provide prompt and professional support for PC hardware and software problems, serving both first and second-level support roles. This position requires multitasking abilities and a commitment to delivering efficient solutions to users' technical challenges.

Essential Duties and Responsibilities:

Includes as follows - other and/or additional duties may be assigned

Install applications on new computers and set up workstations with necessary hardware for staff members.

Ensure all peripheral devices for workstations are connected and tested for proper functionality.

Respond to technical assistance requests via in-person interactions, phone calls, and remote support methods.

Independently troubleshoot and resolve hardware, software, and network-related technical issues with minimal supervision.

Coordinate Help Desk activities with the LOI team and escalate complex issues to higher-level technical support personnel when necessary.

Perform Windows Active Directory user maintenance tasks.

Utilize available information resources to research and address user inquiries.

Communicate promptly and respectfully with customers, adhering to standard help desk procedures.

Document all help desk interactions comprehensively using the ticketing system.

Conduct follow-up procedures as needed to ensure timely closure of support tickets.

Document processes and resolutions for future reference and improvement.

Provide after-hours technical support on an as-needed basis.

Stay up-to-date with system information, changes, and updates to maintain proficiency.

Demonstrate flexibility in working hours to accommodate business and customer needs.

Communicate critical issues and potential customer dissatisfaction to the IT supervisor promptly.

Perform any other duties as directed by the IT Manager or designated representative.

Qualification Requirements:

Demonstrated expertise in delivering end-user support for laptops, desktops, applications, and telecommunications, including proficiency with Windows Operating System and Microsoft Office suite software, along with some experience with MAC systems.

Proven track record in installing, upgrading, troubleshooting, and repairing networked computers.

Strong interpersonal, verbal, and written communication skills.

Ability to follow directions effectively and communicate efficiently with team members.

Experience in troubleshooting technical issues, with the ability to identify root causes and implement methodical resolutions.

Preferred Qualifications:

• Certification in Microsoft or network solutions is preferred.
• Experience with Microsoft Active Directory user maintenance.
• Experience with Windows Operating Systems.
• Experience with Dell PC and HP PC and Laptop hardware.
• Experience with Wireless Networks and Mobile Solutions.
• Skilled in Active Directory.
• Advanced skill set in Microsoft Outlook.
• Some Technical Document Writing.

Physical Requirements:

• Lift to 60 lbs.
• Work in a fast-paced environment.
• While performing the duties of this job, the employee is frequently required to stand, walk, and sit