HelpDesk Support Analyst

JOB SUMMARY:
The HelpDesk Support Analyst reports directly to the Manager of Information Systems for daily assignments and operations. The Helpdesk Support Analyst will be responsible for providing technical support and assistance to end-users within the organization. This role involves troubleshooting hardware and software issues, resolving user inquiries, and ensuring optimal system performance. Position requires experience in but not limited to Windows, MS-Office, MS-Exchange/Outlook, Azure, Internet, MS-Defender and end user support.

MAJOR RESPONSIBILITES/ACTIVIES:

• Respond to user inquiries and provide technical support via phone, email, or in-person.
• Diagnose and resolve hardware, software, and network issues.
• Install, configure, and maintain computer systems and applications.
• Document and track issues using a ticketing system.
• Escalate complex issues to higher-level support or specialized teams.
• Provide training and guidance to users on system functionalities and best practices.
• Maintain up-to-date knowledge of company systems and technologies.
• Assist in the development and implementation of IT policies and procedures.
• You are highly proficient in troubleshooting end user computer, mobile device, and occasionally A/V issues, including hardware, software, network, and environmental support on macOS, Windows, and iOS/iPadOS platforms.
• Assist with new user, computer, and iPhone/iPad setups and printer support — including ongoing maintenance and or movement of monitors, docking stations, phones, and printers for office desk moves.
• Help users with basic Wi-Fi and network connectivity issues.
• Help users navigate and or troubleshoot the M365 ecosystem, including OneDrive, SharePoint, and Teams
• Assist with endpoint security, EDR, phishing alerts.
• Assist with troubleshooting conference room NV systems
• Must be able to document problem resolutions within trouble tickets and maintain written documentation
• Coordinates activities with Manager, technical staff, users, and vendors, which include service requests and trouble tickets
• Provides written and verbal status of projects to all involved parties

QUALIFICATIONS: 

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Proven experience in a helpdesk or technical support role.
• Strong knowledge of Windows and Mac operating systems.
• Familiarity with network troubleshooting and basic networking concepts.
• Excellent problem-solving and communication skills.
• Ability to work independently and as part of a team.
• Customer-focused with a commitment to providing high-quality support.       
• Strong people skills.
• Excellent Communication Skills.
•  Excellent planning, organization, and time management skills
• A self-starter
• Experience with Active Directory, Print Management, and Windows Server

EXPERIENCE WITH THE FOLLOWING ARE A PLUS

• Experience with remote support tools and software.
• Knowledge of ITIL practices and principles.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP).
• Cisco, Azure, CompTIA, Apple, and or certifications
• PowerShell
• VMware
• Citrix