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IT Help Desk Analyst
4 weeks ago
Responsibilities:
- Technical Support: Provide first-level technical support to end users via phone, email, or remote assistance for both MAC and Windows operating systems.
- Issue Resolution: Troubleshoot and resolve hardware and software issues, including network connectivity problems, application errors, and system configurations.
- Software Installation and Configuration: Install, configure, and update software applications on MAC and Windows platforms, ensuring compatibility and functionality.
- Hardware Support: Assist users with hardware setup, configuration, and troubleshooting for desktops, laptops, printers, and other peripherals.
- User Account Management: Manage user accounts, permissions, and access rights in accordance with IT security policies and procedures.
- Documentation and Reporting: Maintain accurate records of support requests, resolutions, and system configurations, and generate reports as needed.
- IT Asset Management: Track and manage IT assets, including inventory, procurement, and disposal, in collaboration with the IT team.
- Training and Knowledge Sharing: Provide training and guidance to users on IT tools, best practices, and security awareness.
- Collaboration: Collaborate with other IT teams and vendors to escalate and resolve complex technical issues and implement IT projects.
- Customer Service: Deliver exceptional customer service, communicate effectively with users, and ensure timely resolution of IT issues to minimize downtime.
- Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent work experience.
- Proven experience as a Help Desk Analyst or similar role, supporting both MAC and Windows environments.
- Strong knowledge of MAC OS, Windows OS, and common software applications.
- Experience with remote desktop support tools and ticketing systems (e.g., ServiceNow, Remedy).
- Familiarity with ITIL best practices and IT service management processes.
- Excellent troubleshooting and problem-solving skills, with the ability to diagnose and resolve technical issues efficiently.
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