Job Title: Help Desk Analyst
Job Summary:
We are seeking a highly motivated and customer-oriented Help Desk Analyst to join our team. As a Help Desk Analyst, you will be responsible for providing technical assistance and support to our internal users. Your primary goal will be to ensure that our employees can effectively utilize computer systems, software, and hardware to perform their daily tasks. You will be expected to diagnose and resolve technical issues, provide helpful guidance, and escalate complex problems to appropriate teams if needed.
Responsibilities and Duties:
- Respond to inquiries from internal users regarding hardware and software issues promptly and courteously.
- Identify, diagnose, and resolve technical problems related to computer systems, software applications, and peripheral devices.
- Install, configure, and troubleshoot operating systems, software applications, and hardware components.
- Set up and maintain user accounts, permissions, and passwords to ensure that access to systems is secure and in accordance with company policies.
- Collaborate with various teams to escalate and resolve complex technical issues in a timely manner.
- Assist in the documentation of troubleshooting procedures and maintain knowledge base articles to enable quick resolutions to common problems.
- Provide guidance and training to users on software, hardware, and other technical issues.
- Maintain accurate records of incoming requests and their resolutions in the help desk ticketing system.
- Monitor and track IT assets to ensure inventory accuracy and timely updates.
- Keep up-to-date with emerging technologies and industry trends to enhance knowledge and improve support efficiency.
Qualifications and Skills:
- Bachelor's degree in Computer Science, Information Technology, or a related field (relevant work experience may be considered in lieu of a degree).
- Proven experience as a Help Desk Analyst or in a similar technical support role.
- Strong knowledge of computer hardware, software systems, networks, and operating systems (e.g., Windows, macOS).
- Familiarity with help desk ticketing systems and remote desktop applications.
- Excellent troubleshooting and problem-solving skills.
- Strong customer service orientation and interpersonal skills.
- Ability to effectively communicate technical information to both technical and non-technical users.
- Ability to work well under pressure and handle multiple priorities simultaneously.
- Strong attention to detail and organizational skills.
- Proactive, self-motivated, and a strong team player.
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