Technical Support Specialist

4 weeks ago

Birmingham, Alabama, United States Deploy Alloy Full time

About the Role

At Deploy Alloy, we're seeking a skilled Help Desk Analyst to join our IT support team. As a Help Desk Analyst, you will play a crucial role in ensuring the smooth operation of our organization's technology infrastructure, providing exceptional technical assistance to our internal users, and contributing to an excellent end-user experience.

Key Responsibilities

  • Provide first-level technical support to end-users, diagnosing and resolving hardware, software, and network-related issues.
  • Guide users through troubleshooting steps, providing clear and concise instructions to resolve common technical problems.
  • Maintain a thorough understanding of the organization's technology environment, including software applications, network infrastructure, and security protocols.
  • Utilize remote desktop tools to troubleshoot and resolve problems on users' devices.
  • Document and track user requests, incidents, and resolutions in the help desk ticketing system, ensuring accurate and timely record-keeping.
  • Collaborate with IT team members to escalate complex issues to appropriate departments or higher-level support teams.
  • Assist in the setup, configuration, and deployment of desktops, laptops, mobile devices, and peripherals.
  • Educate users on basic technical tasks, such as software installations, password resets, and account setup.
  • Monitor and maintain IT equipment inventory, ensuring that hardware and software assets are properly tracked and managed.
  • Contribute to the creation and maintenance of user-facing documentation, knowledge base articles, and self-help resources.
  • Identify trends in user-reported issues and proactively propose solutions to improve IT services and reduce recurring problems.
  • Participate in IT projects, upgrades, and system maintenance as required, providing technical expertise and support.

Requirements

  • Strong technical aptitude and a genuine interest in troubleshooting and problem-solving.
  • Excellent interpersonal and communication skills, both written and verbal.
  • Customer-focused approach with a commitment to delivering exceptional user support.
  • Familiarity with standard operating systems (Windows, macOS, Linux) and productivity software (Microsoft Office, Trello, M365 Admin, Zendesk, etc.).
  • Basic understanding of networking concepts and protocols.
  • Experience with help desk ticketing systems and remote support tools is a plus.
  • IT certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or similar certifications are advantageous.
  • The ability to multi-task and prioritize activities.
  • The ability to learn concepts and software platforms quickly.
  • Ability to troubleshoot software issues and determine root causes.

Experience & Education

  • Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent work experience.
  • 2-4 years experience preferred.

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