Helpdesk Analyst

We are seeking a technically skilled Helpdesk Analyst to provide first-level IT support for a dynamic and fast-paced organization. This is an excellent opportunity for professionals looking to further their careers in information technology, working directly with end-users to resolve technical issues and ensure optimal performance of business systems and applications. The role offers a flexible work environment, with a hybrid schedule that includes both in-office and remote work. The position is open for immediate start and is ideal for candidates who are driven to deliver exceptional customer service and technical assistance.

Responsibilities

• Serve as the primary point of contact for technical support, responding promptly to requests received through the IT helpdesk via telephone, email, or in person.
• Troubleshoot and resolve first-level issues related to business systems, applications, and user hardware, utilizing established procedures and guidelines to ensure efficient resolution.
• Monitor, track, and manage helpdesk tickets using helpdesk tracking software, ensuring accurate documentation, prioritization, and timely closure of all requests.
• Escalate complex technical issues to appropriate IT staff or departments, following established escalation protocols to guarantee swift and effective problem resolution.
• Provide clear and concise communication with end-users, diagnosing problems, and directing users to technical resources or aids as needed.
• Continuously update and maintain user data and activity reports, ensuring all interactions and solutions are properly recorded for future reference and audit purposes.
• Participate in process improvement initiatives, recommending modifications to existing procedures and contributing to the development of best practices within the helpdesk team.
• Engage in ongoing training and professional development to expand technical and functional knowledge of systems, applications, and helpdesk operations.

Qualifications

• Demonstrated experience in a helpdesk or technical support environment, providing first-level IT assistance to end-users.
• Strong troubleshooting skills with the ability to diagnose and resolve technical issues related to software, hardware, and business applications.
• Proficiency in using helpdesk ticketing and tracking systems for managing, prioritizing, and documenting technical support requests.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Proven ability to work independently and as part of a collaborative team, maintaining a high level of professionalism and customer service at all times.
• Familiarity with standard operating systems, productivity software, and common IT troubleshooting tools and resources.
• Strong organizational and time management skills, with attention to detail and the ability to manage multiple priorities simultaneously.
• Commitment to ongoing learning and development in technical areas relevant to the role.
• Availability to work a flexible schedule as required to meet business needs.
• Must be legally authorized to work in the United States without the need for current or future employer sponsorship.

Pay Range:
$15.00 – $20.00 Hourly

This position offers a hybrid schedule, with time split between the office and remote work.