Helpdesk Analyst

• Provide friendly and efficient technical support to end-users via various channels, including phone, email, and chat
• Log, prioritize, and track support requests using a ticketing system
• Diagnose and resolve basic technical issues related to desktops, laptops, software applications, printers, and other IT peripherals
• Assist users with password resets and account access issues
• Maintain detailed records of support requests, resolutions, and common issues
• Provide guidance to end-users on software applications and best practices
• Escalate complex or unresolved issues to Tier 2 or Tier 3 support teams
• Offer remote assistance to users to resolve issues

• 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+)

• Medical insurance
• Vision insurance
• Dental insurance
• Life and disability insurance
• 401(k) plan