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Help Desk Analyst
1 month ago
About the Role:
In this dynamic role, you will be the first line of defense for our internal and external customers, providing technical support and resolving a variety of issues. You will troubleshoot common problems, answer user questions, and escalate complex issues to senior technicians when needed. This role offers a great opportunity to gain valuable technical experience and develop your problem-solving skills in a fast-paced environment.
Responsibilities:
- Provide technical support to users via phone, email, and in-person interactions
- Troubleshoot and resolve a wide range of technical issues, including password resets, software installation, network connectivity problems, and basic hardware troubleshooting
- Document customer interactions and issue resolutions in a ticketing system
- Research and identify solutions to user problems using internal knowledge bases and online resources
- Escalate complex issues to Tier 2 support specialists when necessary
- Maintain a positive and professional demeanor while providing excellent customer service
- Continuously learn new technologies and update your knowledge base
Qualifications:
- Minimum of 1 year of experience in a technical support role or related field (or a strong desire to learn)
- Strong understanding of computer hardware and software fundamentals
- Excellent communication and interpersonal skills, both written and verbal
- Ability to problem-solve independently and think critically
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint)
- Customer-service focused with a commitment to providing exceptional support
Preferred Qualifications:
- A+ or CompTIA certification
- Experience working in a help desk environment
- Experience with specific software or technologies (depending on the company)
We offer a competitive salary and benefits package, as well as the opportunity to work in a fast-paced and rewarding environment. If you are a highly motivated individual with a passion for technology and helping others, we encourage you to apply