IT Help Desk Analyst

Overview
Join our dynamic team as an IT Help Desk Analyst, where you'll be at the forefront of providing exceptional technical support to our users. This role is perfect for motivated individuals who thrive in fast-paced environments and are passionate about resolving IT issues efficiently. As an essential part of our IT support structure, you'll help ensure seamless computer operations, network connectivity, and user satisfaction across diverse platforms and devices. Your expertise will empower our organization to operate smoothly and securely, fostering a productive and innovative workplace.

Duties

• Provide first-level technical support to end-users via help desk tickets, phone, email, or chat, ensuring timely resolution of hardware, software, and network issues
• Troubleshoot and resolve software problems related to operating systems such as Windows, macOS, and Linux, including applications like Microsoft Office and enterprise tools like ServiceNow, Jira, and BMC Remedy
• Manage computer hardware including desktops, laptops, mobile devices, printers, and peripherals to optimize performance and security
• Assist with computer management tasks such as user account provisioning through Active Directory and Group Policy Objects (GPO), as well as deploying updates via SCCM or other management tools
• Support network administration activities including configuring VPNs, firewalls, DNS settings, LAN/WAN connectivity, TCP/IP protocols, and troubleshooting network issues involving Cisco Meraki equipment
• Maintain IT infrastructure documentation using tools like ServiceNow or Jira; track incidents and requests accurately for analysis and reporting
• Collaborate with team members on escalated issues involving TCP/IP networking, DNS resolution problems, or server environments such as Windows Server or Linux-based systems

Skills

• Strong technical support skills with a focus on software troubleshooting and hardware diagnostics
• Proficiency in computer networking concepts including LAN/WAN setup, TCP/IP protocols, DNS management, VPN configuration, firewall administration (e.g., Meraki), and network security best practices
• Experience managing operating systems such as Windows (including Windows Server), macOS, and Linux environments
• Familiarity with enterprise management tools like SCCM for software deployment and patching; BMC Remedy for incident tracking; ServiceNow or Jira for workflow management
• Knowledge of Active Directory administration for user account management; GPO application for policy enforcement
• Ability to support mobile devices along with desktop computers across various operating systems
• Excellent communication skills with a customer service-oriented approach to assist users effectively and professionally
• Analysis skills to identify root causes of technical issues quickly and implement lasting solutions

Join us in delivering outstanding IT support that keeps our organization running smoothly! Your expertise will make a real difference in empowering our teams to succeed while advancing your career in a vibrant tech environment.

Pay: From $43,000.00 per year

Work Location: In person