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IT helpDesk Analyst

2 months ago

Brooklyn Park, United States United IT Solutions Full time

Job Title : IT HelpDesk

Location:  Brooklyn Park, MN

Key Responsibilities:

Technical Support:
Respond to user inquiries via phone, email, or in-person.
Diagnose and resolve hardware, software, and network issues.
Guide users through step-by-step solutions.

Incident Management:
Record and track incidents and service requests using a ticketing system.
Prioritize and escalate issues as necessary to ensure timely resolution.
Follow up with users to ensure issue resolution and customer satisfaction.

Maintenance and Troubleshooting:
Perform routine maintenance on computer systems and networks.
Install, configure, and update software and hardware.
Maintain and troubleshoot printers, scanners, and other peripheral devices.

Documentation:
Create and maintain documentation of IT procedures, processes, and issue resolutions.
Develop user guides and training materials.

User Training:
Provide training and guidance to users on best practices and usage of IT systems and software.
Conduct onboarding sessions for new employees on IT policies and tools.

Collaboration:
Work closely with other IT team members to resolve complex issues.
Assist in the implementation of IT projects and initiatives.


Qualifications:

Education:
Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field.
Relevant certifications (e.g., CompTIA A+, Microsoft Certified IT Professional) are a plus.

Experience:
Previous experience in a help desk or technical support role.
Experience with Windows and Mac operating systems, Microsoft Office Suite, and common IT tools.

Skills:
Strong problem-solving and analytical skills.
Excellent communication and interpersonal skills.
Ability to work independently and as part of a team.
Familiarity with network and server management is a plus.