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IT Help Desk Analyst

1 month ago

Houston, United States Apex Heritage Group Full time

We are seeking an IT Help Desk Analyst to join our team This person plays a pivotal role in the organization, providing technical support and troubleshooting services to end-users who need assistance with their computer hardware or software.

Responsibilities:

  • Respond and resolve customer queries via email, phone, and in-person
  • Provide technical assistance with computer hardware and software, diagnosing and solving hardware/software faults
  • Recommend hardware and software improvements
  • Track customer issues and resolutions
  • Analyzing call logs to detect underlying issues and trends
  • Testing and evaluating new technologies to improve or update existing context
  • Running reports on overall system performance and usage
  • Working closely with other technical team members and departments to resolve wider-scale problems
  • Providing technical guidance and instructions to the users for handling the software/hardware issues
  • Updating and managing the internal IT procedural documentation
  • Installing and configuring computer systems and applications within the company

Qualifications:

  • 1-2 years of previous experience in a help desk role, providing technical assistance to clients
  • Ability to build rapport with clients
  • Strong troubleshooting and critical thinking skills
  • Positive and professional demeanor