Contract Tier 1 Helpdesk Analyst

• User Support: Provide friendly and efficient technical support to end-users via various channels, including phone, email, and chat, addressing a wide range of hardware and software issues
• Ticket Management: Log, prioritize, and track support requests using a ticketing system, ensuring timely and accurate resolution of problems
• Troubleshooting: Diagnose and resolve basic technical issues related to desktops, laptops, software applications, printers, and other IT peripherals
• Password Resets: Assist users with password resets and account access issues, following security protocols and authentication procedures
• Documentation: Maintain detailed records of support requests, resolutions, and common issues for future reference
• User Training: Provide guidance to end-users on software applications and best practices, helping them become more self-reliant
• Escalation: Escalate complex or unresolved issues to Tier 2 or Tier 3 support teams, ensuring efficient problem resolution
• Remote Support: Offer remote assistance to users to resolve issues, especially in situations where on-site support is not required

• Prior experience in a Tier 1 helpdesk or technical support role is beneficial but not mandatory
• Strong communication and customer service skills
• Basic understanding of desktop operating systems (e.g., Windows, macOS) and common software applications
• Proficiency in troubleshooting and problem-solving
• Excellent interpersonal skills and a customer-oriented approach
• IT-related certifications (e.g., CompTIA A+) are a plus
• Ability to follow processes and procedures while adapting to changing user needs

IT-related certifications (e.g., CompTIA A+) are a plus

• medical, vision, dental, and life and disability insurance
• eligible to enroll in our company 401(k) plan