The IT Helpdesk Analyst role is a motivated, customer-focused position that sits within the IT Support team. In this role, you will serve as the first point of contact for end-users experiencing technical issues, providing timely and effective solutions to minimize disruption and maintain productivity across the organization.
Role and Responsibilities:
Respond to and resolve inbound support requests via phone, email, and ticketing system (Tier 1 & Tier 2).
Diagnose and troubleshoot hardware, software, network, and peripheral issues for end-users.
Install, configure, and maintain desktops, laptops, mobile devices, and peripherals.
Manage user accounts and permissions using Active Directory and Microsoft 365 Admin Center.
Document incidents, resolutions, and workarounds clearly in the ITSM ticketing system.
Escalate unresolved or complex issues to senior IT staff or specialized teams.
Assist with onboarding of new employees including workstation setup and access provisioning.
Maintain hardware and software inventory records.
Support video conferencing systems and collaboration tools (Teams, Zoom, etc.).
Contribute to the internal IT knowledge base by writing and updating support articles.
All other duties as assigned
Experience, Education and Specialized Knowledge and Skills:
Associate's degree or higher in Information Technology, Computer Science, or related field - or equivalent work experience.
CompTIA A+, Network+, or Microsoft certifications (MD-102, MS-900).
Minimum of 3+ years of experience in a helpdesk, desktop support, or IT support role.
Experience with ITSM tools such as ServiceNow, Jira Service Management, or Freshservice.
Exposure to remote support tools (e.g., TeamViewer, AnyDesk,).
Proficiency with Windows 10/11 operating systems; basic macOS familiarity is a plus.
Working knowledge of Microsoft 365 (Outlook, Teams, SharePoint, OneDrive).
Familiarity with Active Directory user and group management.
Understanding of basic networking concepts (TCP/IP, DNS, DHCP, VPN).
Strong communication and interpersonal skills with a customer-first attitude.
Ability to manage multiple tickets and priorities simultaneously under pressure.
Ability to demonstrate professionalism, good judgment, and tact when dealing with sensitive and confidential issues.
Experience in an enterprise environment with 500+ users.