IT Help Desk Analyst End-user Support

The Boys & Girls Club of El Paso is a leading youth development organisation dedicated to providing safe and constructive environments for young people. We are seeking a dedicated and customer-focused IT Help Desk Analyst to join our team. The successful candidate will be the first point of contact for our staff, providing essential technical assistance and support for all IT-related issues. Your role is crucial in ensuring our team has the reliable technology needed to effectively serve the youth in our community. This is an excellent opportunity for a skilled IT professional who is passionate about using their expertise to support a valuable mission.

Key Responsibilities

- Serve as the primary point of contact for technical support requests from staff, received via phone, email, or our internal ticketing system.
- Diagnose, troubleshoot, and resolve hardware, software, network, and peripheral issues in a timely and professional manner.
- Install, configure, and maintain desktops, laptops, and other end-user devices.
- Manage user accounts, including creation, modification, and password resets across various systems.
- Escalate complex and unresolved issues to the appropriate senior IT personnel.
- Meticulously document all support incidents, from initial contact to final resolution, within the help desk system.
- Assist in creating and maintaining IT documentation, user guides, and knowledge base articles.
- Provide basic training and guidance to staff on the use of hardware and software to promote efficiency and best practices.

Qualifications and Skills

- Proven experience working in an IT help desk or a similar technical support role.
- Strong working knowledge of Windows operating systems and Microsoft 365/Office Suite.
- Excellent problem-solving and analytical abilities with a keen attention to detail.
- Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
- A strong customer service orientation and a patient, positive attitude.
- Excellent organisational and time-management skills, with the ability to prioritise tasks effectively.
- A recognised IT certification (such as CompTIA A+ or Network+) would be a significant advantage.
- Basic understanding of networking principles (TCP/IP, DNS, DHCP) is desirable.

What We Offer

- The opportunity to make a meaningful impact on the community by supporting an organisation dedicated to youth development.
- A collaborative and supportive work environment where your contribution is highly valued.
- Opportunities for professional growth and continued learning in the IT field.