Help Desk Analyst

Job Description

Job Description

We are looking for a skilled Help Desk Analyst to join our team in Greenville, South Carolina. In this contract position, you will play a pivotal role in providing technical support and resolving IT-related issues for users across the organization. The ideal candidate will possess a strong technical aptitude, excellent communication skills, and a proactive approach to troubleshooting and problem-solving.

Responsibilities :

• Respond to incoming calls and provide basic support for issues such as password resets, printer configurations, and network troubleshooting.
• Deliver training and guidance to users on new or updated technologies and systems.
• Research and resolve technical problems using internal and external resources, including knowledge bases.
• Escalate unresolved issues to higher-level support, such as Level 2 Specialists, Leads, or Managers.
• Document all steps taken during issue resolution, including both successful and unsuccessful actions, in detailed records.
• Ensure all service requests meet established Service Level Agreements (SLAs).
• Apply a solid understanding of help desk processes to effectively address user concerns and technical challenges.
• Collaborate with team members to improve workflows and enhance service delivery.
• Maintain strong organizational skills to manage multiple tasks and prioritize effectively.
• Provide attentive and courteous customer service to build positive relationships with users.
• Proficiency in basic troubleshooting techniques, including resolving hardware and software issues.
• Experience with Microsoft Windows and related systems.
• Familiarity with handling service desk tickets and ticketing systems.
• Strong customer service skills, including telephone support and effective communication.
• Knowledge of Point of Sale (POS) systems and related technologies.
• Ability to adapt to changing priorities and work in a fast-paced environment.
• Exceptional organizational skills and attention to detail.
• Self-motivation and the ability to work independently while maintaining productivity.