Help Desk IT Analyst

Position Summary

The Help Desk Analyst provides support on a variety of issues by responding to telephone calls, emails, help desk system tickets and verbal requests for first tier computer, applications, or hardware related technical support. The role will provide exceptional customer service to remote home users, international staff augmentation teams, field office users, and corporate office users. This position reports to the Vice President of Information and Technology. 

Key Responsibilities 

• Provide front line support for all laptop, desktop, phone, printer, copier, and other business provided technology solutions
• Troubleshoot and resolve issues and needs in a Windows 11, Office 365 environment 
• Troubleshoot and resolve issues within the Azure Virtual Windows Desktops for remote employees.
• Serve internal staff with timely, friendly, quality IT support
• Offer personal computer troubleshooting and defined resolution support
• Prioritize and analyze customer's requests
• Assign help desk cases to the appropriate support group as defined by IT management
• Follow up with support staff and business users to ensure timely and satisfactory issue resolution
• Log and track all calls, emails or verbal requests using the help desk software management tool therefore maintaining historical reports on requests and issues
• Perform application software maintenance duties; install and test software application patches and upgrades according to the change management process 
• Maintain and periodically audit an inventory of the company’s information technology assets
• Conduct training and develop training content and job aids for employees and staff augmentation team members 
• Provide Executive support for meetings, conference rooms, and remote dial-in
• Prepare technical reports, correspondence, and other documents; provide general administrative support that may include maintaining records
• Available 24/7 for critical system related problems that may arise 
• Perform other IT support functions as assigned

 Qualifications

• Minimum of 5 years of professional hands-on experience doing Windows desktop operating system configuration, deployment, troubleshooting and administration
• Bachelor's degree and Windows certification preferred or equivalent experience
• Experience troubleshooting and independently resolving moderately complex PC hardware and software problems
• Ability to write business correspondence, knowledgebase articles and training materials 
• Advanced knowledge of all MS Office applications to include but not limited to: Outlook, Word, Excel, Access, and PowerPoint
• A motivated self-starter who can work independently and in teams on tasks and projects with limited supervision
• Ability to communicate effectively across organizational lines addressing both technical and non-technical audiences at a variety of organizational levels
• Attention to detail and a rigorous focus on delivering quality output
• Ability to work in a fast-paced organization and multi-task
• Strong customer service attitude and focus

Working Conditions and Physical Requirements

• Job is classified as light physical work in an office setting involving sitting, with intermittent periods of stooping, walking and standing.
• Occasionally may be required to lift, carry, push or pull 10-25 pounds.