Helpdesk Analyst

JOB TITLE: Helpdesk Analyst

Job Summary: The Helpdesk Analyst is responsible for providing first-level technical support to end users by diagnosing, troubleshooting, and resolving hardware, software, network, and application issues. This role serves as the primary point of contact for IT support requests, ensuring timely resolution of incidents while delivering exceptional customer service. The Helpdesk Analyst documents issues, escalates complex problems when necessary, and contributes to maintaining a reliable and efficient IT environment.

KEY RESPONSIBILITIES:

• Serve as the first point of contact for users seeking technical assistance via phone, email, chat, or ticketing system


• Diagnose, troubleshoot, and resolve hardware, software, network, printer, and application issues


• Log, track, and document support requests, resolutions, and follow-up activities in the IT service management (ITSM) system


• Escalate unresolved or complex issues to appropriate technical teams while ensuring timely communication with users


• Install, configure, and support desktop and laptop computers, mobile devices, peripherals, and standard software applications


• Assist with user account management, including password resets, access requests, and account provisioning/deprovisioning


• Perform routine system maintenance, software updates, and workstation deployments


• Support remote users using remote access and troubleshooting tools


• Maintain knowledge base articles and user documentation to improve service efficiency and self-service capabilities


• Monitor service requests to ensure compliance with established service level agreements (SLAs)


• Collaborate with IT teams to identify recurring issues and recommend process improvements


• Provide excellent customer service by communicating technical information clearly and professionally

QUALIFICATIONS:

Education

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent combination of education and experience

Experience

• 1–3 years of experience in an IT helpdesk, desktop support, or technical support role


• Experience working with IT ticketing systems and remote support tools

Technical Skills

• Knowledge of Windows and macOS operating systems


• Familiarity with Microsoft 365 applications and administration


• Basic understanding of Active Directory and Azure Active Directory


• Understanding of networking fundamentals, including TCP/IP, DNS, and DHCP


• Experience supporting desktop hardware, printers, mobile devices, and common business applications

Soft Skills

• Strong troubleshooting and analytical skills


• Excellent verbal and written communication skills


• Strong customer service orientation with the ability to work effectively with users of varying technical abilities


• Ability to prioritize multiple tasks in a fast-paced environment


• Strong attention to detail and organizational skills


• Ability to work independently and collaboratively within a team

Preferred Certifications

• CompTIA A+


• CompTIA Network+


• Microsoft Certified Fundamentals (MS-900, AZ-900, or equivalent)

SUPERVISORY RESPONSIBILITIES:

This position has no supervisory responsibilities.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Majority of time is spent in a sitting position either at the employee’s workstation or IT work and or server rooms


• Ability to move throughout the office either by walking or through assisted means


• Ability to lift up to 30 pounds


• Agility to work in tight spaces for computer / server set-up and maintenance


• Business travel up to 30% between Cooper Carry offices

Cooper Carry is an Affirmative Action/EEO Employer who values workplace diversity and consider applications regardless of age, race, gender, religion, color, sex, national origin, genetic information, sexual orientation, veteran status, individuals with disabilities or other status protected by law Cooper Carry provides a drug free workplace.