Helpdesk Analyst

Job Overview
We are seeking a skilled Helpdesk Analyst to provide comprehensive IT support and troubleshooting assistance to our organization. The ideal candidate will possess strong technical expertise, excellent communication skills, and a customer-focused approach to resolve a wide range of hardware, software, and network issues. This role offers an opportunity to work in a dynamic environment where your problem-solving abilities directly impact operational efficiency and user satisfaction.

Duties

• Respond promptly to helpdesk tickets via ServiceNow, Jira, or other ticketing systems, providing timely resolution to user issues
• Troubleshoot and resolve software problems across various operating systems including Windows, macOS, and Linux
• Manage computer hardware, peripherals, mobile devices, and network equipment such as LAN, VPNs, firewalls, and Meraki devices
• Support desktop environments by configuring and maintaining Microsoft Office applications, Active Directory, GPOs, SCCM, BMC Remedy, and Windows Server environments
• Assist users with network administration tasks including DNS configuration, TCP/IP settings, TCP troubleshooting, and LAN connectivity issues
• Perform software deployments and updates using tools like SCCM and ensure compliance with IT infrastructure standards
• Maintain documentation of support activities and escalate complex issues to specialized teams when necessary
• Provide excellent customer service by communicating effectively with end-users at all technical skill levels
• Participate in the maintenance of security protocols related to firewall configurations and VPN access

Requirements

• Proven experience in IT support or helpdesk roles with strong knowledge of computer management and troubleshooting techniques
• Proficiency in operating systems including Windows (Windows Server), macOS, and Linux environments
• Hands-on experience with networking concepts such as TCP/IP, DNS, LAN management, VPNs, firewalls (including Meraki), and network administration tools
• Familiarity with IT support tools such as ServiceNow, Jira, BMC Remedy, SCCM, GPOs, Active Directory, Microsoft Office Suite
• Knowledge of computer hardware components and mobile device management
• Strong analysis skills for diagnosing complex technical issues quickly and accurately
• Excellent communication skills with the ability to explain technical information clearly to non-technical users
• Ability to work independently or as part of a team in a fast-paced environment

This position is ideal for candidates passionate about technology support who thrive on solving problems efficiently while delivering exceptional customer service.

Job Type: Contract

Pay: $ $21.00 per hour

Work Location: In person