Helpdesk Analyst

• Advanced problem resolution: Serve as the highest level of technical support, resolving the most complex issues related to hardware, software, and network systems
• Escalated ticket management: Handle and take ownership of escalated support tickets, ensuring prompt resolution and maintaining end-user satisfaction
• Technical leadership: Provide expert guidance and mentorship to Tier 1 and Tier 2 support analysts, assisting them in resolving challenging technical problems
• Root cause analysis: Investigate and identify the root causes of recurring technical issues, working on strategies to prevent their reoccurrence and improve system stability
• Documentation and knowledge sharing: Maintain a knowledge base of complex technical issues and solutions, facilitating knowledge transfer within the IT support team
• Collaboration with other teams: Collaborate with Tier 2 and Tier 3 support teams, as well as system administrators and network engineers, to resolve issues and optimize IT systems
• Vendor coordination: Work closely with third-party vendors and service providers to facilitate problem resolution and the procurement of advanced hardware or software solutions
• Performance optimization: Identify opportunities for performance optimization, capacity planning, and system improvements to meet the organization's evolving needs

• Extensive experience in a Tier 3 helpdesk or advanced technical support role is essential
• In-depth knowledge of desktop operating systems (e.g., Windows, macOS), server systems, software applications, and advanced network concepts
• Proficiency in troubleshooting complex technical issues and providing expert guidance
• Strong communication and leadership skills
• Relevant IT certifications (e.g., Cisco Certified Network Professional, Microsoft Certified Solutions Expert) are a plus
• Ability to mentor and support junior team members effectively
• Exceptional problem-solving skills and adaptability

Relevant IT certifications (e.g., Cisco Certified Network Professional, Microsoft Certified Solutions Expert)

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