Help Desk Analyst II
4 weeks ago
Responsibilities:
• Serve as the first point of contact for customers seeking technical assistance over the phone and ticketing system
• Implement, maintain, and resolve technical issues, supporting all customer workstation and server hardware, software, and network equipment and connectivity
• Perform remote troubleshooting tasks such as password resets, new user/workstation setups, and desktop issues
• Administer and maintain end-user accounts, permissions, and access rights
• Provide third-party vendor management assistance
• Produce accurate documentation related to client environments and issue resolution
• Setup, deploy, and replace Windows desktops and laptops
• Install network equipment such as switches, firewalls, and/or wireless access points
• Setup and install Windows operating systems, Microsoft Office Suite, and other Windows applications
• Effective prioritization and execution of tasks in a high-pressure environment.• Proficient in Microsoft Office Suite
• Experience with computer hardware troubleshooting and maintenance
• Familiarity with configuration management tools and procedures
• Prior involvement with software or hardware deployments
• Knowledge of server hardware set-up and maintenance
• Strong customer service skills with the ability to communicate effectively both verbally and in writing
• Experience with anti-malware and anti-virus software
• Familiarity with ConnectWise or similar IT service management software
• Ability to multitask and prioritize tasks in a fast-paced environment
• Strong problem-solving skills and attention to detail
• Ability to work independently and as part of a team
• Willingness to continuously update technical knowledge and skills
• Relevant certifications or equivalent work experience in IT support or a related field.
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