Help Desk Analyst

1 month ago

Golden, United States Robert Half Full time

We are seeking a knowledgeable and proactive Help Desk Support Specialist to join our team. The ideal candidate will be responsible for providing technical assistance and support to internal users in a timely and efficient manner. This role requires proficiency in Active Directory management, ticketing systems, and hardware support to ensure smooth operation of our organization's IT infrastructure.

Responsibilities:

  1. Technical Support: Provide technical assistance and support for incoming queries and issues related to computer systems, software, hardware, and network infrastructure.
  2. Active Directory Management: Manage user accounts, permissions, groups, and access rights in Active Directory to ensure security and compliance with organizational policies.
  3. Ticket Management: Utilize ticketing system to log, track, and prioritize support requests, ensuring timely resolution and effective communication with end-users.
  4. Hardware Support: Diagnose and resolve hardware issues including desktops, laptops, printers, and peripherals. Install, configure, and maintain hardware components as needed.
  5. Software Support: Install, troubleshoot, and update software applications used within the organization. Provide guidance and training to users on software usage when necessary.
  6. Documentation: Maintain accurate records and documentation of support activities, including resolutions, troubleshooting steps, and system configurations.
  7. User Training: Conduct training sessions or create user guides to help employees utilize IT resources efficiently and effectively.
  8. Collaboration: Collaborate with other IT team members to escalate and resolve complex technical issues. Work closely with system administrators and network engineers to ensure seamless operation of IT systems.
  9. Continuous Improvement: Stay updated with the latest technologies and industry trends. Propose and implement improvements to enhance the efficiency and effectiveness of IT support services.

Requirements:

  1. Bachelor’s degree in Computer Science, Information Technology, or related field (preferred) OR equivalent work experience.
  2. Proven experience in a help desk or technical support role.
  3. Proficiency in Active Directory management, including user account administration and group policy management.
  4. Familiarity with ticketing systems such as ServiceNow, Jira, or Zendesk.
  5. Strong troubleshooting skills with the ability to diagnose and resolve hardware and software issues.
  6. Excellent communication and interpersonal skills, with a customer-focused approach.
  7. Ability to work independently and prioritize tasks in a fast-paced environment.
  8. Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus.

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