Help Desk Analyst II

IT Helpdesk Technician

Position Overview:
We are seeking a dedicated and customer-focused IT Helpdesk Technician to join our team. The IT Helpdesk Technician will serve as the first point of contact for employees or clients experiencing technical issues. In this role, you will troubleshoot and resolve hardware, software, and network problems, ensuring that end-users receive effective and timely support. This is a great opportunity to work in a dynamic environment where communication skills and a proactive approach to problem-solving are highly valued.

Key Responsibilities:

Provide first-level technical support to end-users via phone, email, and in-person interactions.
Diagnose and troubleshoot hardware, software, and network issues, escalating more complex problems to higher-level support teams when necessary.
Install, configure, and maintain computer systems, software, printers, and other peripherals.
Assist users with password resets, software navigation, and general technology-related inquiries.
Maintain accurate records of reported issues, actions taken, and resolutions in the helpdesk ticketing system.
Perform regular system updates, patches, and backups as directed by the IT team.
Educate end-users on best practices for hardware and software usage to minimize recurring issues.
Contribute to IT documentation, including creating user guides and maintaining an updated knowledge base.
Collaborate with the IT team to identify and implement process improvements to increase helpdesk efficiency.
Qualifications:

Associate degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
Previous experience in an IT support or helpdesk role preferred.
Strong knowledge of Windows and MacOS operating systems.
Familiarity with hardware troubleshooting, including laptops, desktops, and peripherals.
Basic understanding of network concepts, such as TCP/IP, DNS, and VPNs.
Proficiency in Microsoft Office 365 and common business software.
Exceptional communication and interpersonal skills with a customer-oriented mindset.
Ability to work both independently and collaboratively in a fast-paced environment.
Strong organizational skills with attention to detail and the ability to prioritize tasks.
Additional Requirements:

Availability to occasionally work after hours or weekends to address critical IT issues or to participate in system upgrades.
Industry certifications such as CompTIA A , Network , or Microsoft certifications are a plus.
This position offers an excellent opportunity to build your IT skill set while contributing to a growing team and supporting the organization’s day-to-day operations.
Active Directory, MS Windows 10, Basic Troubleshooting, Microsoft Windows, Service Desk Tickets, Computer Imaging
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