Help Desk Analyst I

Help Desk Analyst I

We are looking for a dedicated Help Desk Analyst I to provide exceptional Tier 1 IT support in a fast-paced environment. In this contract-to-permanent position, you will assist clients with technical issues, ensuring smooth operation of their systems through both remote and onsite support. This role is ideal for a customer-focused individual eager to develop their skills in IT troubleshooting and client service.

Responsibilities :

• Diagnose and resolve basic IT problems related to hardware, software, and network systems.
• Provide remote technical support using tools such as Autotask to troubleshoot client issues.
• Deliver onsite assistance at client locations for cases that require in-person intervention.
• Respond promptly to technical queries while maintaining high levels of customer satisfaction.
• Escalate unresolved or complex issues to higher-tier IT teams for further investigation.
• Document all support activities and resolutions in ticketing systems for future reference.
• Monitor and follow up on tickets to ensure timely resolution of client concerns.
• Collaborate with team members to improve processes and deliver efficient technical support.
• Educate users on best practices and basic troubleshooting techniques to prevent recurring issues.

Requirements :