Help Desk Analyst

2 weeks ago

Red Oak, United States KMP Plumbing LLC Full time

KMP CORP is looking for a skilled and customer-focused Help Desk Analyst to join our IT support team. The ideal candidate will provide first-line technical support to internal employees or customers, ensuring that all IT-related issues are resolved efficiently and effectively. As a Help Desk Analyst, you will be responsible for troubleshooting hardware and software issues, providing timely resolutions, and ensuring that IT systems run smoothly to support the daily operations of the company.

Key Responsibilities:
  • Technical Support: Provide remote and on-site technical assistance to employees or customers by diagnosing and resolving hardware, software, and network-related issues.
  • Incident Management: Respond to IT service requests and troubleshoot technical problems in a timely manner, ensuring minimal disruption to business operations.
  • Ticketing System Management: Log and manage all technical support requests through the company's help desk ticketing system, ensuring proper categorization, prioritization, and escalation when necessary.
  • System Maintenance: Assist with the setup, configuration, and maintenance of hardware (computers, printers, etc.) and software applications for internal employees or customers.
  • User Training: Provide training and guidance to employees on using various software, systems, and hardware to improve productivity and efficiency.
  • Documentation: Create and maintain clear and detailed technical documentation for troubleshooting procedures, user guides, and FAQs to assist both users and fellow IT team members.
  • Software Installation and Updates: Install and configure software applications and ensure that updates are applied promptly to keep systems secure and up-to-date.
  • Hardware Support: Provide support for various types of hardware, including desktops, laptops, printers, and other peripherals.
  • Collaboration: Work closely with other IT team members and departments to resolve complex technical issues and ensure seamless operation of all IT services.
  • Performance Tracking: Track and report on service desk performance, ensuring that service level agreements (SLAs) are met and identifying areas for improvement.
Qualifications:
  • High school diploma or equivalent (Associate's or Bachelor's degree in Computer Science, Information Technology, or related field preferred).
  • Proven experience in a help desk or technical support role, with a minimum of [X] years of experience.
  • Strong technical knowledge of computer hardware, operating systems (Windows, macOS, Linux), and common software applications.
  • Familiarity with troubleshooting network issues, including internet connectivity, VPN, and email configuration.
  • Proficiency in using help desk ticketing systems, CRM platforms, and remote support tools.
  • Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
  • Strong problem-solving skills and attention to detail, with the ability to prioritize and manage multiple tasks effectively.
  • Ability to work well under pressure and remain calm when dealing with complex or urgent issues.
  • Ability to work independently or as part of a team, with a focus on customer service and user satisfaction.
Preferred Qualifications:
  • Certifications such as CompTIA A+, ITIL, or Microsoft Certified Professional (MCP) are a plus.
  • Experience with Active Directory, network management, or virtualization tools.
  • Familiarity with cloud services (e.g., Office 365, Google Workspace) is an advantage.
  • Bilingual (English and [Language]) is a plus.
Why Join KMP CORP:
  • Competitive salary and benefits package.
  • Opportunities for career growth and advancement within the IT department.
  • Work in a dynamic and collaborative environment with a focus on innovation and problem-solving.
  • Be part of a company that values its employees and invests in their development.

If you're a tech-savvy problem solver who enjoys helping others and thrives in a fast-paced environment, we encourage you to apply for the Help Desk Analyst

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