Help Desk Support Analyst

Company : Zer04 Consulting

Job Description - Help Desk Support Analyst

Zer04 is seeking a Tier 1 Helpdesk Support Analyst to serve as the initial point of contact for all technical inquiries across a large enterprise. This position focuses on providing rapid Level I telephone, email, and chat support to ensure minimal downtime for the organization.

Core Responsibilities

Receive, diagnose, and resolve inbound hardware, software, and network access requests from internal hospital employees.

Efficiently manage password resets, account lockouts, Multi-Factor Authentication (MFA) validation, and basic Active Directory permissions.

Document all incidents and service requests in the IT Service Management (ITSM) ticketing tool, ensuring complete notes and correct categorization before escalation.

Troubleshoot basic localized issues including PC peripheral problems, local network drops, office software suites, and default workstation setups.

Qualifications

Associate degree in Information Technology, Computer Science, or equivalent corporate experience preferred.

At least 6 months of experience in an IT service desk environment or technical customer call center.

Excellent active listening, verbal communication, patience under pressure

Functional understanding of Windows OS and MS Office.

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Help Desk Support Analyst

Job Description - Help Desk Support Analyst

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