IT Help Desk Analyst End-user Support
Description
We are seeking a customer-focused and technically skilled IT Help Desk Analyst – End-User Support to provide first-level technical assistance to employees and end users. The successful candidate will troubleshoot hardware, software, operating system, application, account, and connectivity issues while providing timely and professional support.
Responsibilities:
Provide Level 1 and Level 2 technical support to end users through phone, email, chat, and remote-support tools.
Diagnose and troubleshoot hardware, software, operating system, application, printer, and connectivity issues.
Install, configure, and maintain computers, peripherals, software, and other IT equipment.
Create, update, prioritize, and resolve help-desk tickets in an IT service management system.
Assist users with password resets, account access, permissions, and basic security-related issues.
Troubleshoot Microsoft Windows, Microsoft 365, email, browsers, VPN, and common business applications.
Support remote employees with workstation and connectivity issues.
Document troubleshooting steps, resolutions, and user interactions accurately.
Escalate complex technical issues to appropriate IT teams or vendors.
Monitor unresolved tickets and follow up with users to ensure issues are resolved.
Assist with onboarding and offboarding employees, including equipment setup and account-related tasks.
Maintain IT asset and equipment records.
Develop and update knowledge-base articles and technical documentation.
Educate users on proper use of hardware, software, applications, and IT procedures.
Follow company IT policies, security standards, and service-level requirements.
Qualifications:
High school diploma or equivalent required; associate degree or IT certification preferred.
1–3 years of experience in help desk, desktop support, technical support, or a related IT role preferred.
Strong troubleshooting and problem-solving abilities.
Excellent written and verbal communication skills.
Strong customer-service orientation and patience when assisting users.
Ability to prioritize multiple support requests and meet deadlines.
Ability to work independently and as part of an IT support team.
Experience with ticketing or IT service-management systems preferred.