Help Desk Analyst

Job Summary: We are seeking a knowledgeable and user-focused Help Desk Analyst to provide technical support and assistance to end-users across the organization. In this role, you will be the first point of contact for IT-related issues, troubleshooting hardware, software, and network problems to ensure smooth and efficient technology operations. The ideal candidate has excellent communication skills, a solid understanding of computer systems, a strong desire to resolve technical issues promptly and effectively, and an openness to learning new technologies and systems. Key Responsibilities: Respond to Level 1 user inquiries via phone, email, or ticketing system in a timely and professional manner in accordance with agreed upon SLA's Diagnose and resolve hardware, software, and network issues. Provide support for Windows, Microsoft Office, and other common applications. Document issues, resolutions, and follow-up actions in the help desk ticketing system. Escalate complex issues to appropriate IT staff as needed. Set up and configure new workstations, laptops, peripheral devices, software, and user accounts. Maintain up-to-date knowledge and documentation of IT systems and procedures in the documentation software. Assist in creation of Standard Operating Procedures for processes to maintain the user environment Work closely with our IT team to ensure all systems follow security and audit requirements Off-hours On Call rotation Qualifications: Associate degree in IT, Computer Science, or related field (or equivalent experience). Strong problem-solving skills and attention to detail. Excellent communication, interpersonal, and team-working skills. Familiarity with Windows Operating Systems, Office 365, remote support tools, and ticketing systems. Working knowledge of computer systems, hardware and software Openness to learning new systems and technologies A or similar certification is a plus Ability to multitask tickets, calls, remote sessions, and responsibilities Ability to lift up to 50 pounds